Balance Customer Engagement Models To Meet Company And Customer Needs

B2B companies know that helping customers achieve measurable value from their offerings lays the foundation for retention and growth. Customer success (CS) teams play a critical role in this effort, tasked with delivering on the promise of value while also navigating the balance between providing personalized support and managing limited resources. To determine the most effective approach to engagement, CS leaders must first understand the unique needs of their customers and how they want to be served. This report outlines three engagement models designed to help CS leaders optimize resource allocation while maximizing customer and company outcomes.