Decision Tool

Total Economic Impact™ (TEI) Model For Customer Success

Calculate The TEI Of Your Customer Success Business Case

March 26th, 2024
Laura Ramos, Vice President, Principal Analyst
Laura Ramos Vice President, Principal Analyst
SM
Sarah Musto
With contributors:
Dave Frankland , Aidan Doyle , Laurynn Bedard , Ellen Lind

Summary

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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