Trends Report

Customer Success Management Is The Key To Outstanding B2B Customer Experiences

CX Leaders Must Embrace Customer Success Management To Ensure Customer Loyalty

January 5th, 2017
TK
TJ Keitt
With contributors:
Harley Manning , Deanna Laufer , William Willsea , Rachel Birrell

Summary

For many business-to-business (B2B) companies, selling new products and services to current customers is the pathway to growth. To get customers to spend more, though, B2B firms must prove they've given customers a valuable experience. Enter customer success management (CSM). Emerging from the tech industry, this new discipline seeks to ensure that the value B2B customers were promised in the pre-sale period is delivered in the post-sale experience. This report helps customer experience (CX) professionals leverage CSM to build a loyal customer base.

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