Gartner Research

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

Published: 05 September 2017

ID: G00336911

Analyst(s): Julian Poulter , Michael Maziarka


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
  • Key Challenges



  • 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


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