Business Case Report

Invest In Digital-Led Customer Success To Double Your ROI

Total Economic Impact™ (TEI) Shows Digitalizing Postsale Experiences Pays Off

June 14th, 2024
With contributors:
Dave Frankland , Shari Srebnick , Evan Megan , Ellen Lind


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.

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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.