Gartner Research

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

Published: 22 August 2018

ID: G00362463

Analyst(s): Michael Maziarka

Summary

Improving the customer experience should be an ongoing company focus, not just a sporadic effort. Technology product marketers should take four foundational steps to build a process and inspire a culture of continuous improvement driven through the customer success management function.

Table Of Contents

Introduction

Analysis

  • Assist Customer Success Management With Driving Customer Experience Improvements
  • Use Customer Journey Mapping to Explore How to Improve the Experience
  • Develop a Customer Experience Roadmap
  • Develop KPIs to Measure the Success of Initiatives and Influence Continuous Improvements

Case Study

Conclusion

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