How to Manage a Successful CS Transformation to Be More Customer-Centric

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How to Manage a Successful CS Transformation to Be More Customer-Centric process.st/customer-success-transformation June 21, 2021

Jane Courtnell June 21, 2021

A recent Deloitte study found a mere 30% of respondents stated customer success was a strategic priority by the board of directors. Only 26% reported official business communications to regularly mention customer success. At Process Street, we find this concerning. Technological advancements and the rise of Industry 4.0 are altering the business landscape. Businesses are facing new pressures, with changing customer demands and expectations as the biggest catalyst altering how business is done. To respond, organizations need to focus on customer success (CS). Businesses need to lead a successful customer success transformation, one that means they’re more customer-centric. In this Process Street article, I explain how organizations should do this in three simple steps. With that said, let’s jump straight to it!

Why we need to think differently about customer success 1/11


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How to Manage a Successful CS Transformation to Be More Customer-Centric by Liz Angelene M Verano - Issuu