Business Case Report

The Business Case For Consolidating Customer Success Management

Invest In Leadership, Tech, And Process To Increase Total Economic Impact™ (TEI)

March 26th, 2024
With contributors:
Dave Frankland , Shari Srebnick , Sarah Musto , Anna Orban-Imreh , Aidan Doyle , Laurynn Bedard , Ellen Lind


Customer success (CS) is a vital business capability that can develop out of several existing functions including support, sales, or marketing. As a company grows, CS sprawl can increase, making it difficult to consolidate resources under dedicated leadership with the technology and processes designed to achieve agreed-upon outcomes. This report shows business leaders how to use Forrester’s Total Economic Impact™ (TEI) methodology to build a business case for combining distributed, nondedicated resources into a formally chartered CS function with the processes, responsibility, and technology to support any enterprise-scale business.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-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.