Best Practice Report

How To Build A Customer Success Program

The Five Things You Need To Effectively Deliver Customer Success

TJ Keitt
 and  three contributors
May 16, 2018

Summary

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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