Why KPIs and Value Engineering Play a Growing Role in Customer Success

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales encounters and perfunctory service calls of the disconnected past, today's businesses can take advantage of digital technologies to achieve sustained engagement with their customers throughout the lifecycle. This in turn has led to the emergence of an important new role in customer relationship management (CRM), called customer success. In a series of articles, we've been studying the ongoing evolution of customer success. Here are the takeaways for businesses today.

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