It’s easy to say things like “We’re customer obsessed,” but statements like that are hard to actually execute. In many companies, the product and customer success teams are separate entities, and when ...

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.

A lot depends on what growth stage you’re in. Customer success teams share many responsibilities across companies. They need to ensure that customers are achieving value with a company’s products or ...

Customer retention today is considered a critical factor of success and is more important than mere transactions to building lasting relationships and loyalty. Acquiring a new customer can be ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Today’s business environment is tough — as such, customer success has become a crucial aspect of generating revenue. It’s no longer enough to simply acquire new customers; retaining and expanding ...

Nordstrom is known for its exceptional customer service, and there's one famous story that illustrates its customer-centric ethos and the power of retention. The story involves a customer returning a ...

As the downturn starts to bite and every dollar matters more, many CEOs are asking the same question. How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Toni Pisano Let’s face it ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

The holiday season is a great time to drive big revenue numbers from your existing customer base, but it’s also an incredibly powerful time to introduce new customers to your brand. In fact, up to 46% ...

"When was the last time your communications team joined your customer success meeting?" This question often startles executives when I pose it at industry events. The blank stares or hesitant ...