TECH BUYER Jun 2021 - IDC Perspective - Doc # EUR147904421

Customer Success — The Salesforce Approach

By: Gerry BrownCX Research Director, European Software Group


This IDC Perspective discusses how Salesforce organizes and manages its Customer Success Group (CSG). This group and its operations are a potent component of the Salesforce value proposition. The CSG's activities ensure low customer churn, market share growth within enterprise customer accounts, and long-term loyalty, advocacy, and customer value.

This document details the scope of the CSG's activities and the way the CSG works with different customer segments, partners, and Salesforce's product development organization to deliver tangible customer value. We also detail the role of Salesforce Success Managers and their importance to both Salesforce and its customers' success.

"Salesforce has succeeded in transforming its customer success operations into a strategic competitive advantage," said Gerry Brown, research director, IDC European CX. "Its commitment to customer success is striking. Its has clearly made the connection between customer success and sustainable long-term revenue growth that fuels its customer success investment decisions. Other technology vendors would be well advised to follow its example down this route."



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