Summary
Even as the customer success (CS) function matures, it struggles to quantify its business impact, casting doubt on its future. It has been operating under an outdated charter that focuses on customer happiness. To play a strategic role and be seen as a critical business function, CS must adopt a new approach. This report outlines how CS teams must evolve to embrace a new generation of customer success and transform into a strategic function that drives predictable and sustainable growth.
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