Buyers want to chart their purchase journey digitally — and customers want the same postsale. Customer success (CS) teams that fail to invest in ways to support customers digitally will buckle under the burden of increasing headcount to mirror account growth. This report shows business leaders how to use Forrester’s Total Economic Impact™ (TEI) methodology to build a business case for bending that curve by delivering a digital-led customer experience — and managing learning and community engagement through it — that efficiently scales CS while doubling their return within three years.