Executive Summary
How Next-Generation Customer Experience Is Guiding the Success of Customer Success Management
Customer service and support evolves into customer success management. Customer success management becomes a top priority for all companies, at all levels.
Constellation’s research team delivers its inaugural series on the state of the state. The state of the state research explores the impact of digital transformation, next-generation customer experience and matrix commerce from a systems perspective. It takes into account the political, economic, societal, technological, environmental, and legislative points of view. This research report explores a key area – Customer Success Management (CSM).