Trends Report

Five Practices That Accelerate Your Customer Success Team’s Journey

April 12th, 2023
Laura Ramos, Vice President, Principal Analyst
Laura Ramos Vice President, Principal Analyst
With contributors:
Dave Frankland , Shari Srebnick , Amy Bills , Pippin Evarts , Alesia Garrett , Laurynn Bedard , Ella Sullivan , Ellen Lind

Summary

As customer success (CS) matures, it risks becoming the catchall department for handling customer issues without a set of defining principles. The CS function must demonstrate its impact to establish itself as a revenue generator. This report outlines how five core practices — making value realization the purpose of CS, becoming operationally proficient, engaging customers to deliver valuable experiences, fostering an empathetic team culture, and demonstrating definitive business returns — can help CS leaders shape a mature, high-performing function by better setting their strategy, evaluating their current practices, and orienting teams toward delivering value for customers.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.