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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.


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!

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