Summary
B2B companies struggle to achieve predictable growth when they neglect customer goals and fail to help customers realize the value marketing and sales has promised. Customer success (CS) is uniquely positioned to help ensure customers adopt offerings to achieve meaningful results, but only if customer success managers (CSMs) collaborate with frontline peers to deliver consistent, relevant experiences. CS teams that follow the recommendations in this report will elevate their role in transforming revenue processes by helping their organization put customers first and creating meaningful interactions across four postsale phases of the Forrester Opportunity Lifecycle.
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