Tech Go-to-Market: Make Customer Success a Cornerstone of Your Customer Experience Strategy

Archived Published: 23 January 2017 ID: G00317840


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For greater business impact, technology business unit leaders should use a customer success function as the driver to improve customer experience. Take four foundational steps to build a process and culture of continuous improvement of the customer experience based on measuring effectiveness.

Table of Contents

  • Introduction
  • Analysis
    • Build a Customer Success Management Function
    • Audit Existing Customer Experience Initiatives
    • Develop a Customer Experience Roadmap
    • Develop KPIs to Measure the Success of Initiatives
  • Case Study
  • Conclusion
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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