Customer value mapping is an established concept and has various definitions. Unfortunately, many companies get lost with customer value mapping. Too often, the exercise becomes entirely focused on a ...

Customer success teams share many responsibilities across companies. They need to ensure that customers are achieving value with a company’s products or services. The teams work to build relationships ...

From individual customer benefits to a SaaS maturity model Individual customer benefits are crucial to document (The do's and don'ts of the customer use case - the bedrock of B2B content strategy).

The relatively new business function known as Customer Success started out as a support function, but it's now evolving into a key tool for maintaining and expanding revenue. That's the view of ...

Gainsight also unveiled the Digital Customer Success Maturity Model and a 19-company Digital Advisory board. Based on quantitative and qualitative research from companies like Okta, SAP Concur, ...

While most corporate departments or functions understand the fundamentals of how to scale their particular operation and many have adopted growth plans, customer success is one of the few that often ...

Your objective. My objective. Customer success teams can drive retention, expansion and renewal opportunities by tying product-level goals and features to larger business or financial outcomes, ...