You’ve evaluated all of your customer-facing options, and now it’s time to convince management that an investment in Customer Success is worthwhile.
Having worked with a number of customer success executives facing this task, there is one thing that’s certain: continuously tweaking existing customer and technical support teams and process - es is not going to do the trick. Why not? First, their customer engagement is reactive and focused on ticket assignment, resolution, and SLAs. Second, software focused on the top of the funnel does not translate into the entire customer journey.
We’ve learned that you need to do more than retrofit customer success into an existing organizational role or software tool. You need organizational alignment and processes required to yield exceptional results. And to build a business case, you need to ensure that your company is ready to enter the world of customer success.
In this guide, we cover the necessary components of a business case through the lens of a customer success executive and identify the critical questions you need to be prepared to answer in detail.
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