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Build A Customer Success Program  \nThe Five Things You Need To Effectively Deliver Customer Success  \nby TJ Keitt May 16, 2018  \nWhy Read This Report  \nMany business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX) . But how do you build a CSM organization to do this? This report tells CX professionals the five factors they need to have in an effective CSM function.  \nKey Takeaways  \nCustomer Success management Is Hitting The mainstream  \nBusiness leaders at companies ranging from startups to giant multinationals are building customer success teams. The reason? They see a business imperative in ensuring clients have a valuable experience.  \nThere Are Five Factors In Building A CSm Function  \nTo be successful, CSM groups need a clear mission tied to business metrics, strong collaboration across the business, proper staffing, robust tools, and a sound funding model.  \nCSm Efforts must Start Small  \nBecause CSM functions require considerable resources, CX pros helping build them should initially focus on a small subset of customers.  \nThis will help validate the need for a CSM practice and what clients require from it.  \nForrESTEr.Com  \nFOR CUSTOMER EXPERIENCE PROFESSIONALS  \nHow To Build A Customer Success Program The Five Things You Need To Effectively Deliver Customer Success  \nby TJ Keitt  \nwith Harley Manning, Will Willsea, and Shayna Neuburg May 16, 2018  \nTable Of Contents  \n2 Five Factors Determine Your CSM Organization’s Effectiveness  \n1. A Clear Mission Tied To Business Metrics  \n2. Strong Connections With Related Business Functions  \n3. Proper Staffing Levels And Customer Alignment  \n4. Robust Tools To Deliver And Monitor CSM Activities  \n5. A Funding Model That Reflects The Value CSM Provides  \nRelated Research Documents  \nCustomer Success Management Is The Key To  \nOutstanding B2B Customer Experiences How To Build A Viable B2B Customer Health Assessment  \nShare reports with colleagues.  \nEnhance your membership with Research Share.  \nRecommendations  \n12 When Building A CSM Group, Start Small   \n14 Supplemental Material  \nForrester Research, Inc. , 60 Acorn Park Drive, Cambridge, MA 02140 USA +1 617-613-6000 | Fax: +1 [617-613-5000 | forrester.com](617-613-5000 | forrester.com)  \n© 2018 Forrester Research, Inc. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Unauthorized copying or distributing is a violation of copyright law. [Citations@forrester.com](Citations@forrester.com) or +1 866-367-7378  \nFor Customer experienCe proFessionals  \nHow To Build A Customer Success Program  \nThe Five Things You Need To Effectively Deliver Customer Success  \nmay 16, 2018  \nFive Factors Determine Your CSM Organization’s Effectiveness  \nCustomer success management is hitting the mainstream. Companies boasting CSM groups run the gamut from startups like business management software maker Bridge to growth companies like ECM vendor Box to behemoths like Microsoft. On LinkedIn, there are more than 44,000 customer success manager job listings in the United States alone.1 And at least one industry event, CSM software maker Gainsight’s Pulse conference, attracts thousands of CSM practitioners every year.2 So, it’s no surprise that many Forrester B2B CX clients are asking how they can create their own CSM function.  \nDeveloping an effective CSM group requires CX leaders to determine how they will meet the three responsibilities of customer success management (see Figure 1) . Forrester’s research shows a strong CSM organization has five characteristics. These are (see Figure 2):  \n1. A clear mission tied to business metrics. Mikael Blaisdell, executive director of the Customer Success Association, says CSM groups “should adopt ","cbCaii6YApyXHbRF","https://ap.wps.com/l/cbCaii6YApyXHbRF","pdf",624552,16,"English","# Five Factors Determine Your CSM Organization’s Effectiveness\n## 1. A Clear Mission Tied To Business Metrics\n## 2. Strong Connections With Related Business Functions\n## 3. Proper Staffing Levels And Customer Alignment\n## 4. Robust Tools To Deliver And Monitor CSM Activities\n## 5. A Funding Model That Reflects The Value CSM Provides","[{\"question\":\"What are the five characteristics of a strong CSM organization?\",\"answer\":\"A strong CSM organization has a clear mission tied to business metrics, strong connections with related business functions, proper staffing aligned to customers, robust tools to deliver and monitor CSM activities, and a funding model that reflects the value CSM provides.\"},{\"question\":\"Why should a CSM effort start small when building a new program?\",\"answer\":\"CSM functions require considerable resources, so CX leaders should initially focus on a small subset of customers to validate the need for the practice and understand what clients require from it.\"},{\"question\":\"How can customer success leaders link customer success to business outcomes?\",\"answer\":\"They should adopt a mission that directly connects customer success to increasing sustainable proven value for both the customer and the company, using business metrics to anchor customer success goals.\"}]","How To Build A Customer Success Program - The Five Things You Need To Effectively Deliver Customer Success | PDF",1789872166]