Guidelines for Strengthening Customer Success Management Programs October 2021 White PaperWhen measuring success, provider organizations don’t consider solely product outcomes—the vendor relationship is also critical. KLAS has found that vendors who partner with their customers cultivate stronger loyalty among them, even when the product is in need of improvements. This is because vendors have properly managed expectations, communicated the developmental road map and vision, and These customer-reported pitfalls can be directly addressed with the KLAS-identified guidelines that strongly correlate with higher customer satisfaction scores. For example, experienced and empowered CSMs receive better compensation through the right sales incentives, which reduces turnover. The following se

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