Best Practice Report

Mapping Competencies: Customer Success

January 1st, 2018

Summary

For B2B customer success leaders, mapping competencies enables them to evaluate the presence, consistency, and development of required knowledge, skills, and process capabilities across the customer success team, and creates a strong foundation for planning a strategic development roadmap. Competency development alternatives should be prioritized based on the team’s objectives and the company’s strategic business goals. In this report, we define basic, intermediate, and advanced competencies across five core disciplines of customer success (see Introducing The Marketing Competency Framework).

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