It can make a call feel more relevant and more accountable, especially when teams are operating across borders.” She added ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

However, like other fractional roles, hiring a fractional customer success leader can bring scale, and expertise to help build your future full-time team. For early companies, fractional customer ...

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Melissa Puls The Fast ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...

Our industry stands at a critical crossroads in the rapidly evolving mortgage technology landscape. For decades, customer service teams have been relegated to roles as reactive problem solvers and ...

DJ Paoni is the CEO of Certinia, which empowers leading technology and services organizations to deliver customer value with certainty. Evolving customer expectations are redefining the very concept ...

Customer Success (CS) has rapidly evolved as a discipline over the past ten years to become a central plank of services businesses, from SaaS vendors to professional services firms. Where customer ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

The Customer Success Festival will take place March 19-20, 2025, in New York, and will focus on actionable strategies for enhancing customer success, delivering innovative solutions, and building ...