Customer Success Resources

Guide to Developing a Business Case for Customer Success

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2 - Guide to Developing a Business Case for Customer Success Introduction 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, so ware 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 organiza- tional role or so ware 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.

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