Wednesday, November 21, 2018

Tier It Up: A Winning Strategy For Customer Success Management Programs | Forrester

When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business? The answer is that the most successful CSM programs use tiered structures that balance people […] [from]

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