![The Business Case For Consolidating Customer Success Management](/content-service/api/v1/content/public/image/cms/public/images/2t6j15QgXKtxJjGCL0w8ei/39d7318f1d79dc0fbde28a5afe52e7ed/CustomerObsession_7.png?w=560)
Consolidating resources and activities aimed at guiding customers toward successful outcomes requires new investment that delivers a full return of 109% in three years.
Get access to a single webinar that is currently outside of your subscription.
Price: $300 (USD)
Partner with Forrester Research to get access to webinars, insights and frameworks aligned to your role. Shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
Customer success (CS) is a vital business capability that can develop out of several existing functions, including support, sales, or marketing. As a company grows, CS sprawl can increase, making it difficult to consolidate resources under dedicated leadership with the technology and processes designed to achieve agreed-upon outcomes. Maturing CS requires moving away from its dependence on human labor toward digital-led ways to engage and guide customers toward the outcomes they want and the value they deserve.
In this webinar, Forrester vice president and principal analyst Laura Ramos shows customer engagement leaders how 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 technology to support any enterprise-scale business. We explore the TEI of three key digital-led investments — a customer-centered digital experience, integration of learning content or technology, and a community-based advocacy program — and what returns you can expect from each.
Key takeaways:
Target audience level: beginner and intermediate
You'll receive an email with dialing and Webex instructions prior to the Webinar.
See the Webinar FAQs for answers to technical and other Webinar questions.
Consolidating resources and activities aimed at guiding customers toward successful outcomes requires new investment that delivers a full return of 109% in three years.
Leverage Forrester’s Total Economic Impact™ (TEI) model to build a business case for combining resources into a formally chartered customer success function.
This report helps B2B customer marketers identify the personality traits that loyal customers exhibit and then design a more holistic program around those characteristics.
In this report, we describe four key motivators for customer advocacy participation.
Tighter alignment between customer marketing and customer success improves customer retention and postsale expansion while ensuring customers realize value.
Learn the five practices top-performing customer success teams follow to deliver more value for customers.
Marketing, customer success, and product leaders in B2B companies can use this report to understand the value they can expect from community management software.
This webinar was originally scheduled for July 15thDon't miss out on this encore of a standing-room-only Forrester B2B NA Summit session! Due to overwhelming demand, we are hosting a special webinar to share the inspiring stories of Palo Alto Networks, Siemens, and Zendesk, all of which are actively transforming their revenue processes. As organizations prioritize revenue process transformation in 2024, many are seeking guidance on how to actually make this change, as well as validation that this change will deliver results. Key takeaways:Learn how the panel sold the vision of the change to their executives.Discover the biggest process and technical changes they overcame.Understand the actual (or expected) results from this change.Target audience level: intermediate
Over the years, the US health insurer industry has made steady — but painfully slow — progress in our CX Benchmark study. This webinar gives attendees an overview of Forrester’s latest data on the industry and explains how to drive better health insurance experiences.Key takeaways:Explore Forrester's most recent CX Index results for the US health insurers industry.Learn about the top drivers of US health insurer CX quality.Target audience level: all levels
The manufacturing sector consumes valuable natural resources and emits harmful gasses and other waste products. By embracing the circular economy’s concepts of reduce, reuse, repair, refurbish, and recycle, business and technology leaders in manufacturing reduce their dependence on finite natural resources, cut waste, and unlock new business opportunities.This webinar introduces key circular economy concepts, points to early examples of success, and highlights the role of digital technologies in supporting manufacturers’ circularity ambitions.Key takeaways:Understand five key circular economy concepts relevant to the manufacturing sector: reduce, reuse, repair, refurbish, and recycle.Explore the relationship between these five concepts, and learn how they work together and at scale.See examples of companies succeeding in the circular economy today.Target audience level: all levels
Sixty-four percent of organizations store and process between 100 TB and 5 PB of data, and 58% of that data is unstructured. Yet only 16% of organizations report processing unstructured data as one of their top data or analytics initiatives. In this webinar, we look at research from “The Forrester Wave: Document Mining And Analytics Platform, Q2 2024” and “The Forrester Wave: Text Mining And Analytics Platform, Q2 2024.” Join us to learn how Forrester researches this important market segment, including its key technologies and leading vendors.Key takeaways:Understand the differences between document mining, text mining, and analytics technologies and their vendors.Learn where ML and generative AI are adding value to document and text mining and analytics and where knowledge-based technologies are still a better fit.Discover three actionable recommendations to help you jumpstart your document mining, text mining, and analytics initiatives.Target audience level: all levelsVendors: AWS, Automation Anywhere, EdgeVerve, Expert.ai, Google, Hyperscience, IBM, InMoment, Medallia, Microsoft, OpenText, Qualtrics, Rossum, SAS, Sprinklr, SS&C Blue Prism, UiPath, Verint, Workfusion
Content planning is one of the most significant elements of campaign design. But, in many cases, expectations about availability, cost, initial use, and subsequent reuse are not accurately factored into campaign plans, making it hard to measure campaign effectiveness and ROI. Join Forrester analysts and campaign gurus Phyllis Davidson and Craig Moore as they discuss techniques to strategically plan and implement content in campaigns. They cover ways to make the most out of your core content and how to account for costs in ways that stretch your dollar and reach more buyers.Key takeaways:Learn how to augment current content measurement reporting.Discover a step-by-step technique that can bypass common technology limitations.Target audience level: intermediate
B2B marketing teams create messaging for brand and product — often separately — that attempts to articulate differentiated value to buyers, customers, employees, and other stakeholders. What is abundantly clear from our research is that there are significant challenges to ensure that all this messaging is connected and consistent.Key takeaways:Understand the current state of messaging challenges in the market.See how successful B2B companies are creating connected messaging.Learn how to build your connected messaging team to create impactful messaging in the market.Target audience level: beginner