Gartner Research

Tech Go-to-Market: Five Steps to Build a Customer Success Function to Renew and Grow Existing Client Revenue

Published: 12 April 2017

ID: G00323680

Analyst(s): Michael Maziarka

Summary

To drive business growth, technology business unit leaders must maintain and grow revenue from existing customers. Take five steps to build a customer success management function to continuously assess customer health and proactively ensure that clients perceive business value from their investment.

Table Of Contents

Introduction

Analysis

  • Step No. 1 — Establish CSM Objectives and Goals
  • Step No. 2 — Organize for Success
  • Step No. 3 — Define Responsibilities
    • Group Customers Into Tiers
    • Assign Customers to CSM Resources
    • Coordinate With Resources From Other Functions
  • Step No. 4 — Assess and Act on Customer Health
  • Step No. 5 — Measure CSM Impact

Summary

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