Published: 03 January 2024
Customer success is a foundational component of subscription-based business models and critical to accomplishing retention and growth business goals. Revenue and retention leaders can use this maturity model to assess their customer success capabilities and identify a path to their target state.
The economics of the subscription-based business model require organizations to demonstrate continual value to the customer, which requires dedicated resources to help customers adopt and realize the value of the organization’s solutions.
Customer success programs help organizations achieve their retention and growth objectives but are often difficult to scale due to limited funding, insufficient capacity and inconsistent processes.
Customer success organizations lack a path from ad hoc, department-led customer success activities to an enterprisewide business strategy, resulting in stalled programs that fail to deliver ROI.
To advance your organization’s capabilities using Gartner’s Customer Success Maturity Model:
Establish a
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Analysts:
John Quaglietta, Jennifer MacIntosh, Michael Maziarka, Maria Marino
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