Decision Tool

Total Economic Impact™ (TEI) Model For Customer Success

Calculate The TEI Of Your Customer Success Business Case

March 26th, 2024
Sarah Musto
With contributors:
Dave Frankland , Aidan Doyle , Laurynn Bedard , Ellen Lind


Customer success (CS) is a vital business capability that can evolve separately or from existing functions including support, sales, or marketing. As a company grows, CS sprawl can increase, making it difficult to consolidate resources under dedicated leadership along with the budget, technology, and processes designed to achieve agreed-upon outcomes. This tool enables business leaders to use Forrester’s Total Economic Impact™ (TEI) methodology to build a business case for combining distributed, nondedicated resources into a formally chartered CS function with the processes, responsibility, and funding to support any enterprise-scale business.

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