In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...

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 ...

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).

As businesses scale, it’s easy to lose sight of the core mission and reduce your focus on customers’ challenges. Many entrepreneurs, especially in fast-moving and innovative industries, will ...

For many BtoB marketing organizations, implementing multi-channel marketing to optimize revenue at the right time in the customer life cycle is an imperative, but an elusive goal. It begs a couple of ...

REDWOOD CITY, Calif.--(BUSINESS WIRE)--Cyara, provider of the award-winning Automated CX Assurance Platform, today announced the release of its CX Test Automation Maturity Model-- an innovative, ...

The advent of digital marketing has largely transformed the traditional sales process. Marketers have become accustomed to developing funnels that educate leads, address common objections, and offer ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...