Over the past two decades, customer experience (CX) has evolved from a novel concept to a core organizational function. Once a rallying cry for putting the customer at the center of business strategy, ...

The customer success (CS) team is increasingly the custodian of the post-purchase CX. Here’s how to make modern CS teams succeed. If customer experience (CX) is the cornerstone of B2B business ...

Ultimately, we are shifting to an environment where success lies in anticipating what customers want before they ask for it.

There is no customer strategy without human connections. Your business relationships with customers are vital to near-term success and future growth. Despite this, we often see companies (including ...

Picture a standout interaction you’ve had with a brand. Now think of a great relationship you’ve developed with a company over time. Finally, try to name a brand where every facet of the customer ...

Lowe's transformation from basic SMS notifications to Rich Communication Services demonstrates how retail giants can leverage messaging technology to reduce operational costs while improving 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 ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

As supply chain management increasingly integrates advanced technologies and data-driven decision-making, customer fulfillment leaders are transitioning from traditional operational roles to strategic ...

Coupang's continuous increase in active customers and stable revenue growth rates indicate significant growth potential. As Coupang's EBITDA margins improve towards a 10% target, it could achieve ...