Trends Report

Every Business Should Master Customer Success Management To Boost Customer Loyalty

Customer Success Management Ensures Customers Get Value

October 17th, 2019
With contributors:
David Truog , Amanda Chen , Shayna Neuburg

Summary

Because customer success management (CSM) was first developed at B2B software-as-a-service (SaaS) companies, many customer experience (CX) pros believe it only applies to a subset of businesses. This is not true. CSM’s mission — ensure the customer gets value — is important to all businesses. This report helps CX pros understand the basic tenets of customer success management and how to apply them to any business to ensure that what the customer values guides every interaction.

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