Tech companies that proactively invest in Customer Success drive superior revenue growth and customer lifetime value (CLV). Traditional post-sales functions, including implementation services, customer support and renewal management, are not set up to continuously engage customers in a way that creates meaningful usage and utility. Many technology companies realize this, which in turn has led them to invest in Customer Success. Yet the function is still emerging.
What is Customer Success? We define it as the process, organization and roles that technology companies use to ensure customers obtain maximum value from technology purchases.
Are you ready to optimize your Customer Success organization? Watch Part 1 of Alexander Group’s Customer Success series. Here, two of Alexander Group’s premier revenue leaders, Ted Grossman and Chris Semain, discuss core customer success issues: charter and business model.
Contact Alexander Group for specific Customer Success needs at your organization.
Co-author: Chris Semain is a principal in Alexander Group’s San Francisco office and co-leads the firm’s technology practice.