B2B retention now depends on value realization, digital customer success, and fixing operational leaks like failed payments.

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

In an exclusive CMSWire interview, Kustomer CEO Brad Birnbaum argues AI in CX has been measured by the wrong standard — and ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Customer loyalty is a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful experiences, quality of products or services, and the value they ...

Building a software-as-a-service company is an exhilarating journey, but it eventually reaches a point where raw hustle is no ...

The goal of all businesses is ultimately the same: to make money—whether by increasing revenue or improving profit. Now, to accurately measure performance over time and help the decision-making ...