Trends Report

Five Practices That Accelerate Your Customer Success Team’s Journey

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


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.

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