Customer success management (CSM), an emerging discipline focused on reducing customer churn, is hitting the mainstream. Companies boasting CSM groups run the gamut from startups like business management software maker Bridge to growth companies like ECM vendor Box to behemoths like Microsoft. So what does it take to build a successful CSM program? In this episode, Senior Analyst TJ Keitt discusses the responsibilities of a CSM program; the metrics that matter most; how to formalize the program; and lessons learned from some of the most mature CSM programs.

If CSM is a new concept to you, we recommend listening to episode 82, in which we first introduced the topic on this podcast.

Referenced Forrester research:"How To Build A Customer Success Program" (https://goo.gl/gr9oqY)

"Customer Success Management Is The Key To Outstanding B2B Customer Experiences" (https://goo.gl/taMRkn)