Best Practice Report

How To Build A Customer Success Program

The Five Things You Need To Effectively Deliver Customer Success

May 16th, 2018
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , William Willsea , Shayna Neuburg


Many business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX). But how do you build a CSM organization to do this? This report tells CX professionals the five factors they need to have in an effective CSM function: a clear mission tied to business metrics, strong collaboration across the business, proper staffing, robust tools, and a sound funding model.

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