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For Customer Experience Professionals

Case Study: How Salesforce Built A Highly Effective Customer Success Organization

Salesforce's Customer Success Group Is A Manifestation Of The Tech Giant's Values

January 4, 2019

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Why Read This Report

From Salesforce's inception, its co-CEO Marc Benioff has focused the business on making its clients successful. To fulfill this mission, the tech giant built the Customer Success Group (CSG), an organization designed to ensure Salesforce's clients get value from the products and services they buy. This report details for customer experience (CX) pros how CSG manages its customers' experience, helping delight clients and drive business growth.

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Table of Contents

  • Customer Success Is At The Core Of Salesforce's Business
  • The Customer Success Group Operationalizes Salesforce's Core Values
  • The Customer Success Group Works Because Of Three Factors
  • Recommendations

  • Help The Ecosystem Engage In The Customer Success Project
  • Related Research Documents

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