Driving customer value isn’t just about external focus. It also requires empowering our employees. When every employee is ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

The decades-long rush of businesses to digitize their business processes shows no sign of abating. Digital technology has spread across the supply chain and throughout the enterprise—with generally ...