Report

How To Build The Right Portfolio Of Customer Success Services

Customer Success Management Requires More Than Just A Handful Of Dedicated Success Managers

January 4th, 2019
With contributors:
Harley Manning, Ben Salamin, Shayna Neuburg

Summary

Customer success management (CSM) keeps clients of B2B businesses on the path to renewal. Customer success managers are the clients’ guides in this process, but they are merely one component in the portfolio of CSM services that keep clients on the right track. This report outlines the full range of customer success services and shows customer experience (CX) professionals how they can help their businesses develop their own services.

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Forrester helps business and technology leaders use costumer obsession to accelerate growth. That means empowering you to put the costumer at the center of everything you do: your leadership strategy, and operations. Becoming a costumer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.