Gartner Research

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

Published: 23 January 2017

ID: G00317840

Analyst(s): Michael Maziarka

Summary

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

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