Model Overview Report

The Forrester Customer Success Maturity Model

January 1st, 2018

Summary

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.

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