This whitepaper reveals why Customer Success is a critical role in a company's success and outlines Forrester Research's four steps to starting a thriving Customer Success organization.
Forrester Research evaluated the emerging role and responsibilities of Customer Success. While conducting in-depth interviews with customer success professionals in Enterprise B2B SaaS companies, Forrester concluded that there are four basic steps in establishing and maturing a customer success organization. Those four steps are the basis for this report.
- How do I articulate a customer engagement strategy?
- What's the best way to manage at-risk customers?
- What data needs to be tracked to predict customer health?