CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success
Amity
NOVEMBER 25, 2014
By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. We found adoption increase by a magnitude of two to three times with customers who had engaged with a Customer Success Manager (CSM). I had to eventually put managers over the CSMs so they could work with pre-sales.
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