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For Customer Experience Professionals

Every Business Should Master Customer Success Management To Boost Customer Loyalty

Customer Success Management Ensures Customers Get Value

October 17, 2019

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Why Read This Brief

Because customer success management (CSM) was first developed at B2B software-as-a-service (SaaS) companies, many customer experience (CX) pros believe it only applies to a subset of businesses. This is not true. CSM's mission — ensure the customer gets value — is important to all businesses. This brief helps CX pros understand the basic tenets of the discipline and how to apply them to any business.

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