Posted by Emily Hayes on May 23, 2017 9:47:00 AM

You have to give a lot of credit to new technology companies. They've brought so many good things to life. Like emojis, automated vehicles, and drones that can deliver online purchases in a matter of hours. Let's not forget those selfies that superimpose animals ears and noses on faces. One area technology companies de...

Posted by Emily Hayes on Apr 18, 2017 8:19:00 AM

Recently I wrote about how everyone in an organization, in some way, owns customer satisfaction. Even if you never interact with a customer directly, the work you do impacts them in some way. The article was written around the premise of formalizing customer success. You know, a person or department dedicated solely to...

Posted by Emily Hayes on Mar 14, 2017 8:36:00 AM

Let me ask you a question: Who owns the customer experience at your company? Who's responsible for making sure people return again and again? Account managers, probably. Maybe the folks in customer service. Or you might have a specific person with Customer Success in their title, like me. One of those, or some combinat...