Model Overview Report

The Forrester Customer Success Maturity Model

January 1st, 2018


Within B2B organizations, while some aspects of customer success might be working well, others might be at earlier stages, or nonexistent. Maturity models are useful for assessing where an organizational function falls on a spectrum of growth, sophistication, and contribution, based on a best practice view of that function, in order to prioritize improvement efforts. In this report, we introduce the Forrester Customer Success Maturity Model and describe how it can be used to evaluate a customer success function against a number of dimensions and define improvement goals.

Want to read the full report?

This report is not available for purchase at this time.

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.