Case Study

Case Study: Mimecast Evolves B2B Customer Success To Drive Customer Engagement

March 23rd, 2022
Lisa Nakano, null
Lisa Nakano
Meredith Cain, null
Meredith Cain
With contributors:
Caroline Robertson , Miriam ElKorchi , Arianne Burnette

Summary

The goal of customer success is to ensure customers realize the full value of the product or service leading to retention, repurchase, and being receptive to new purchases. During a period of rapid growth, this goal becomes more complicated as customer success leaders are tasked with evolving and scaling the people, processes, and technology to keep up with demand, while maintaining the same level of customer engagement. In this report, we highlight Mimecast’s journey to transform its customer success engine to improve customer engagement.

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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.