Customer Success At Scale: Personalized Engagement At Every Account

The customer success function is quickly growing in B2B organizations of all sizes and revenue bands. Most customer success functions start by ensuring the largest customers receive support throughout the postsale customer lifecycle. By using efficiency and automation, B2B organizations can scale and expand support to smaller customers. These smaller customer accounts — often referred to as the “long tail” of the business — require a targeted approach to achieve customer success. In this report, we define an effective approach for achieving long-tail customer success at scale and demonstrate a crawl, walk, run cadence for implementation.