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  • Customer Experience

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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report How To Build The Right Portfolio Of Customer Success Services

    Customer Success Management Requires More Than Just A Handful Of Dedicated Success Managers
    January 4, 2019 | TJ Keitt

    Customer success management (CSM) keeps clients of B2B businesses on the path to renewal. Customer success managers are the clients' guides in this process, but they are merely one component in the...

  • Report The Rise Of The Chief Customer Officer

    January 24, 2011 | Paul Hagen

    Forrester studied more than 100 executives in charge of enterprisewide customer experience to create a composite profile that includes their titles, tenure in the job, backgrounds, and where they...

  • Report Web Site User Experience 2010: Marketing Software Vendors

    Forrester Applies Its Web Site User Experience Review Methodology To Four B2B Software Vendors
    August 25, 2010 | Vidya L. Drego

    Forrester evaluated the user experience of the Web sites of four large business-to-business (B2B) marketing software vendors: Alterian, Oracle, SAS, and Unica. Overall scores were mediocre: No site...

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