Columbia Books & Information Services began as a directory publisher, then moved into databases, and then started acquiring several companies in distress. They went from a successful, small-staffed, two-industry company to a very successful,30-staff, 10-industry one.

SIIA’s TechChats provides a look into some of the most successful executives in our industry. Hear how many of them got to where they are today, what is shaping their businesses and the industry today, and special advice they would give to others trying to grow a successful company.

Key Customer Service Principles from e-Builder, SIIA Customer Success Team of the Year

The impact a good customer success strategy and structure can have on an organization is monumental. Anticipating and understanding your customer needs and effectively communicating with the customer is absolutely critical in today’s customer driven world. But how do we do all of that effectively and efficiently? How do you create a customer centric culture? How do maintain those relationships at scale? What can data tell you about your customers? How does customer success fit into your organization, big or small? Do you fully understand your buyer’s perspective?

So many customers fail to really understand their customer’s journey. Many of us have case studies about our customers but case studies don’t tell the whole story. One of the best story telling tools we have is Customer Journey Mapping. It tells the story of the customer experience from initial contact, through the process of engagement and into the long-term relationship.

SIIA’s Executive Spotlight Series provides a look into some of the most successful executives in our industry. Hear how many of them got to where they are today, what is shaping their businesses and the industry today, and special advice they would give to others trying to grow a successful company. I recently sat down with Dhaval Moogimane, Partner at Waterstone Management Group. Dhaval brings over 18 years of business management and consulting experience that blends business strategy development, operations, and IT. Rajiv spent 10 years with PwC and KPMG (now BearingPoint) in senior practice management roles. Prior He brings in-depth expertise in the enterprise software, information services, technology device, and professional services industry. He specializes in helping technology companies capitalize on emerging trends, drive growth, and transform from a product-led to solutions-centric business. View the full interview in its entirety below.

A guest post contributed by ClientSuccess. ClientSuccess is a customer success management platform that provides actionable insights, rich customer analytics, and best practices that will help you maximize the lifetime value of your customers. Follow ClientSuccess on Twitter @clientsuccess

The SIIA is delighted to introduce one of the newest members to join SIIA’s Software & Services Division, Waypoint Group. Steve Bernstein, CEO & Co-Founder of Waypoint Group, and I sat down to discuss customer success and how their consulting work and SaaS platform have helped increase the rate of their customer’s profitable sales.  more

The SIIA is delighted to introduce one of the newest members to join SIIA’s Software & Services Division, Carevoyance. I had a chance to sit down with Anatoly Geyfman, CEO of Carevoyance, to learn a little more about their data driven applications and solutions for the healthcare industry. Please find my interview below. more