Published: 27 June 2022
Customer success management is a crucial function for organizations with recurring revenue streams. Product marketers should use this research to identify CSM platforms that will enable them to scale the function, as well as provide increased visibility into the health of all customer segments.
Businesses that offer products that are high-value, sold with subscription models or have long life cycles face scaling challenges as they build out their customer success management (CSM) efforts. A technology solution becomes essential in order to help a growing and often diverse set of customers obtain value.
CSM requires increasingly large teams and cross-functional participation to help customers realize value. Point solutions or manual tracking methods become cumbersome and error-prone and do not enable uniform support for customer success across a growing customer base, multiple regions and an expanding product portfolio.
To improve marketing agilityfor facilitating revenue retention, customer
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