The Business Case For Customer Success Management

Customer success management (CSM) is a vital business capability; however, it isn’t simple to get these programs off the ground or to maintain them during times of crisis. CSM programs are expensive propositions, and the departments that run them can have large headcounts, which include specialized staff, and expensive technology to deliver customer success services. This report helps business leaders use Forrester’s Total Economic Impact™ (TEI) framework to help justify the expense and build a business case for CSM.