The Evolution of Customer Success: from Break-Fix to Business Outcomes - Catherine Blackmore
The Subscription Economy has given rise to the demand of a new way of managing customer relationships. In the last decade, Customer Success has emerged as a new department and profession to address this need. From our roots in Support, Services, and even traditional Account Management, Customer Success Management is changing rapidly. The demands of our customers for greater personalization, the mounds of customer data we must mine, the emerging technology we must master, and the scale we must embrace are all signs that we need to evolve. Get ready for the age of the Modern CSM.