Customer success is primarily about value. That value can be expressed as a financial return on investment (ROI) or as a set of vendor specific value metrics. Any organisation with a true focus on customer success will always be searching for ways to increase the...
It’s easy to assume if you are a practitioner or familiar with Customer Success Management (CSM) that everyone understands the term and the specifics of how it’s defined. After all, the title surely explains the objective: a focus on ensuring customers are successful....
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