Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Ellis Luk | February 14, 2012 | The State of Customer Success Management 2012 A White Paper / Report of the Customer Success Management Initiative Webinar: Thursday; February 23rd 2012 10: AM PST Over the past couple of years, a new position has been showing up in the open job listings throughout the SaaS/Cloud community. The new role reflects the growing awareness that customer retention is a core requirement. The signing of the first contract with a customer is a only a milestone, not a resting place. “Shelf-ware” or underutilized products are no longer an option. As a result, software vendors are now realizing that they must take a far more proactive role in ensuring the success of their customers. But understanding that customer retention is a year-around effort, a commitment that requires a dedicated executive is only the beginning. There is much more to Customer Success Management than just establishing a new box in the overall corporate organization chart. The work of the Customer Success Management Initiative, opened with two focused surveys. Further insight was gained through extensive interviews, ongoing online conversations in the CSM Forum and from in-depth review of a wide range of published content. The webinar presentation will include the research findings to date on the current-state of what SaaS/Cloud firms are doing in the areas of the Strategy, Process, People and Technology of Customer Success Management. Attendees will receive a complimentary copy of the white paper when it is published in March. Advance registration for the webinar is required, and space will be limited. Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,894 views The difference between Customer Success Managers and Account Managers 12,960 views Your 90 day plan as a new VP of Customer Success 5,513 views Ellis Luk I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello! Pingback: How Zendesk Successfuly Utilizing Their Sales Team() You might also like You might also likeWho’s in customer success?Ten Reasons Your Organization Needs Totango, the Leader in Customer Success ManagementCustomer Success – The Farming Paradigm (With Gifs!) BACK TO BLOG | NEXT ARTICLE Let's stay in touch! We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.