Business Case Report

The Business Case For Customer Success Management

How To Develop An ROI Model For Customer Success Programs

August 25th, 2020
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg


Customer success management (CSM) is a vital business capability; however, it isn’t simple to get these programs off the ground or to maintain them during times of crisis. CSM programs are expensive propositions, and the departments that run them can have large headcounts, which include specialized staff, and expensive technology to deliver customer success services. This report helps business leaders use Forrester’s Total Economic Impact™ (TEI) framework to help justify the expense and build a business case for CSM.

Want to read the full report?

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.