Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...

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 ...

Marketing "is the whole business seen...from the customer's point of view," the legendary management consultant Peter Drucker wrote in his The Practice of Management. Drucker also noted that profit is ...

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: ...