Gartner Research

Tech Go-to-Market: Three Factors to Decide If Customer Success Management Owns Revenue Responsibility

Published: 24 May 2017

ID: G00327918

Analyst(s): Michael Maziarka

Summary

Technology and service providers use customer success management to extend the customer life cycle. To maximize financial results, technology business unit leaders should use three factors to determine if its CSM team should own the responsibility for revenue from existing customers.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Revenue Ownership: Not an "All or Nothing" Proposition
  • Factors in Determining Revenue Accountability
  • Product Sophistication
  • Sales Process Complexity
  • Customer Success Managers' Sales Experience

Summary

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