Best Practice Report

Design Your Customer Success Program To Drive Value For Your Business

August 2nd, 2021
With contributors:
Judy Weader , Harley Manning , Ben Salamin , Shayna Neuburg

Summary

Robust customer success management (CSM) programs require significant investments in people, business process improvements, and supporting technologies. But how do you fund this effort? There are four key questions you must answer: How are you tiering customers? What do different clients need to be successful? What can you reasonably deliver? What will the payback be for delivering the service? This report helps customer success and customer experience (CX) pros develop customer success funding strategies that will pass muster with top executives.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.