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Home > Forrester's CX Cast > 82: Customer Success Management Is The Key To Outstanding B2B Customer Experiences
Podcast: Forrester's CX Cast
Episode:

82: Customer Success Management Is The Key To Outstanding B2B Customer Experiences
Category: Business
Duration: 00:19:26
Publish Date: 2017-01-11 23:00:00
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For many business-to-business (B2B) companies, selling new products and services to current customers is the pathway to growth. To get customers to spend more, though, B2B firms must prove they've given customers a valuable experience. Enter customer success management (CSM). Emerging from the tech industry, this new discipline seeks to ensure that the value B2B customers were promised in the pre-sale period is delivered in the post-sale experience. In this episode, Forrester Senior Analyst TJ Keitt explains how to leverage CSM to build a loyal customer base. For a more detailed explanation and guidance on leveraging CSM, see the "Customer Success Management Is The Key To Outstanding B2B Customer Experiences" Forrester report.

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