Decision Tool

The Customer Success Strategy Assessment

Top Customer Success Teams Focus On Customer Value When Setting Strategy

July 5th, 2024
Shari Srebnick, Principal Analyst
Shari Srebnick Principal Analyst
Laura Ramos, Vice President, Principal Analyst
Laura Ramos Vice President, Principal Analyst
With contributors:
Dave Frankland , Amy Bills , Rick Bradberry , Su Doyle , Evan Megan , Ellen Lind

Summary

As a function that helps customers attain value, customer success (CS) is increasingly critical to an organization’s ability to retain and grow customers. To succeed, this team must have the right charter, investment, alignment with the business, and ability to manage the customer journey. This tool enables CS leaders to assess the robustness of their strategy and identify any capability or maturity gaps. CS professionals should regularly assess their postsale strategy to ensure it’s meeting their company’s current goals, addressing changing customer demands, and in line with the latest best practices.

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