skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration


Customer success management (CSM) is an emerging category for B2B enterprises that evolves the role of sales professionals into customer portfolio managers with the goal of growing customer retention and expansion. CSM uses a combination of platforms and customer-centric processes and methodologies to help teams gain in-depth knowledge of their customers, their customers' products, and their domain expertise.


  • Customer success management looks to establish a long-term customer lifecycle management strategy approach to selling.
  • CSM is achieved by placing the customer at the center of the enterprise and enabling CSM teams to focus on customer lifecycle management.

Features and Benefits

  • Highlights the discipline of CSM as the process of managing customer relationships as strategic portfolio assets by nurturing them, contextualizing individual experiences, and proactively managing the relationships.
  • Explains the potential metrics to use with a CSM approach and team structure.
  • Explains the origins of the CSM category.

Key questions answered

  • What are the key vendors in the emerging CSM category?
  • How should CSM teams be structured and what are the metrics for success?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

What is customer success management?

  • CSM formalizes CX disciplines for B2B enterprises
  • Customer success managers are relationship brokers

Market origins

  • Customer experience approaches culminate in customer success management

Emerging vendor solutions

  • ClientSuccess
  • Gainsight
  • Natero
  • ServiceSource
  • Tek Experts
  • Totango


  • Methodology
  • Further reading
  • Author

Recommended Articles

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services, World Cellular Informatio...

    Mapping the Future of Enterprise Messaging: SMS, RCS, and Chat Bots

    By Pamela Clark-Dickson

    In this paper, we analyze the results of the Enterprise Messaging Survey 2017, placing the findings in the context of the rapidly evolving business-to-consumer communications market.

  • Consumer & Entertainment Services, Service Provider Technolo...

    FAANG to sink its teeth deeper into TV in 2018

    By Rob Gallagher 14 Dec 2017

    Few trends will be bigger in 2018 than the transformation of TV and video by OTT technology and services. Here we present five Ovum predictions related to the most influential players: Facebook, Amazon, Apple, Google, and Netflix – or FAANG, for short.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now