• The Evolution of Customer Success Management: From Vantiv to Salesforce and Beyond

  • Jul 8 2024
  • Length: 43 mins
  • Podcast

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The Evolution of Customer Success Management: From Vantiv to Salesforce and Beyond

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  • Summary

  • In this episode, we dive into the powerful and transformative concept of Customer Success Management (CSM). Historically, sales teams would manage customer relationships up to the point of the sale, then hand off to implementation or support teams. This all changed in 1996 when Vantive Systems, a Santa Clara software company, faced a unique challenge and pioneered the concept of a customer success team. The new system introduced several novel innovations: - Integrating the CSM team during the sales process - Asking customers how they defined success and their expectations from the company - Revisiting these questions every six months to ensure ongoing alignment. CSM has significantly blurred the lines between traditional siloes like marketing, sales, IT, and customer support, raising important questions about organizational design, role responsibilities, and compensation. Join us as we explore these fascinating developments and their implications for the future of customer relationship management.
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