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Introduction

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.

Highlights

  • 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

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • 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

Appendix

  • Methodology
  • Further reading
  • Author

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