Summary
B2B organizations have begun to realize that, to meet post-sale customer relationship needs, they must establish a customer success function that complements the efforts of sales, technical support, and customer service. Customer success supports every stage of the customer lifecycle, through actions that are distinct from, but aligned with, sales and service. In this report, we describe the customer success function, why it’s needed, and present a framework for mapping customer success efforts to the stages of the customer lifecycle that creates long-term value by keeping customers happy and engaged.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).