Whether you call it SMO, smarketing ops, or SMOPS, the combined sales and marketing operations function represents the next evolution in revenue marketing. Not only does SMOPS substantially improve ...

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are many forms of leadership. A customer-focused ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...