Understand the different levels of Customer Success maturity, and how CS organizations can level-up.
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Customer Success is increasingly important for B2B companies as more businesses shift the focus of their Go-To-Market (GTM) strategy from traditional top-down sales to retention, expansion, and Customer Experience (CX). Accordingly, Customer Success departments are increasingly viewed as growth- and revenue-drivers by executives, board members, and investors.
Gartner Peer Insights and Vitally surveyed 100 leaders who are deeply familiar with their organization’s Customer Success (CS) workflows, processes, customer data, and the CS technology stack to understand the varying maturity levels of automation and standardization of CS and support teams across different companies.
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“If you’re not going to give them all the ammunition they need to actually go ahead and help customers, the whole idea behind a Success team is just moot.”
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