Tech Go-to-Market: Three Steps for Applying Technology to Cultivate Customer Success Management

Published: 05 September 2017 ID: G00336911

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TSPs continue to expand the use of customer success management teams to support retention and growth. As the scope of your CSM effort grows, technology business unit leaders need to implement technology to effectively scale the function.

Table of Contents

  • Introduction
  • Analysis
    • Technology Is a Necessity to Scale CSM
    • 1: Core Components of a CSM Solution
      • Integrated Data
      • Process Management
      • Cross-Functional Collaboration
      • Customer Health
      • Tracking and Reporting
    • 2: Available CSM Platform Solutions
      • Build Versus Buy
    • 3: Prepare for Implementation and Adoption
      • Typical Implementation Challenges
  • Summary
  • 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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