Best Practice Report

As Customer Sherpas, Success Managers Are Key To A Customer-Obsessed Strategy

B2B Organizations Should Ensure They Empower Their Customer Success Teams To Deliver Empathy And Value

December 17th, 2021
With contributors:
Rick Parrish , Lisa Nakano , Caroline Robertson , Miriam ElKorchi


Customer success managers work on the front lines of B2B post-sale customer engagement, managing account health, ensuring the customer derives value from the offering, and setting the stage for retention and expansion. As such, they have ample opportunity to play a direct role in their company’s evolution toward becoming completely customer obsessed. This report identifies specific areas of focus and recommends actions to ensure you optimize the customer success function to help your company achieve growth, retention, employee engagement, and the other benefits of customer obsession.

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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.