For nearly a decade, CS has been built through one-to-one relationships between customer success managers (CSMs) and their customers. There’s just one problem: This approach now needs to scale.
To build a durable business in this market, organizations can’t simply increase CSM headcount to keep pace with business growth. Instead, CSMs need to efficiently scale their efforts through digitally assisted tactics.
Enter pooled customer success management, where groups of CSMs join forces to serve large segments of customers without a named CSM. When pooled CSMs are empowered with the right tools, they’re able to do more with less, while maintaining a seamless experience for the customer.
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