The Role of Customer Success in Accelerating Time to Value

January 1st, 2018

Lisa Nakano

With contributor:

Summary

In the B2B world, defining a clear path for a customer to gain value from an offering they have just purchased is crucial during the initial phases of the customer lifecycle. Although most customers anticipate a reasonable timeframe for achieving their desired business outcome, the selling organization must ensure there is a shared understanding of the milestones along the path to value. In this report, we discuss the role that customer success managers (CSMs) play in defining milestones along the path to value at the start of the post-sale customer lifecycle and then minimizing the time it takes to reach those goals.

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