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For Customer Experience Professionals

How To Build An Effective Customer Success Planning Framework

A Guide To Creating A Plan To Ensure Positive B2B Customer Experiences

April 22, 2019

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Why Read This Report

Customer success management (CSM) ensures that a business and its clients both get value from their relationship. It does this by guiding clients down a path to reach their desired business outcomes, thereby increasing the odds that those clients will renew their contract or buy more services. CSM and customer experience (CX) leaders need to plan for how clients will stay on the path to success. This report provides CX leaders with a primer on how to create effective customer success plans.

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Table of Contents

  • Focusing On Customer Success Helps Ensure The Vendor's Success
  • Customer Success Plans Are Road Maps To Business Value
  • Customer Success Planning Starts With Internal Alignment
  • Recommendations

  • Run Experiments To Uncover What Your Success Plans Need
  • Supplemental Material
  • Related Research Documents

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