Trends Report

Customer Success Management Is Built Around Targeted Interventions

March 30th, 2020

Summary

Customer success management (CSM) teams make an impact by identifying moments of truth in the customer journey and designing targeted interventions to ensure that clients achieve the value they seek. Making a difference during these customer moments of truth can make or break a client relationship. The customer experience team is an integral partner in CSM initiatives, helping to build specific processes around key customer moments such as onboarding and implementation, education, advisory, advocacy, and outcome coordination. Though a CSM manager is the face of this process, input from numerous other teams across the organization, and particularly those in tech-oriented positions, is essential to achieving CSM goals.

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