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


Published: 05 September 2017 ID: G00336911

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Summary

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
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