Invest In Digital-Led Customer Success For Big Payoffs

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: 

• Learn why now is the time to scale CS using digital-first approaches.
• Understand four popular, practical ways to extend CS impact by digitalizing postsale experiences.
• Connect the Total Economic Impact™ (TEI) methodology to smart CS investment.
• Explore how to build your business case around increasing CS ROI.

Target audience level: beginner and intermediate