Summary
Customer success organizations are becoming more popular as teams seek to keep customers on a path to realizing value. Yet Forrester’s State Of Customer Success Survey, 2022 findings and interviews show that ambiguities surrounding roles, activities, metrics, and purpose prevent many teams from achieving peak performance. B2B customer engagement professionals can use this report to compare their results to peers and understand how to move from feature adoption, retention, and revenue protection to higher engagement, revenue growth, and value attainment.
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