Customer success management (CSM), an emerging discipline focused on reducing customer churn, is hitting the mainstream. Companies boasting CSM groups run the gamut from startups like business management software maker Bridge to growth companies like ECM vendor Box to behemoths like Microsoft. So what does it take to build a successful CSM program? In this episode, Senior Analyst TJ Keitt discusses the responsibilities of a CSM program; the metrics that matter most; how to formalize the program; and lessons learned from some of the most mature CSM programs.
If you are unfamiliar with the concept of customer success, we recommend you first listen to episode 82.
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