IFS Success: Expert engagement services to maximize business value

This report examines the challenges and solutions surrounding customer success in the context of digital transformation initiatives.

Liz Miller, Vice President and Principal Analyst at Constellation Research, critiques traditional approaches to customer success, highlighting the need for a more focused, proactive, and customer-centric strategy:

• The piece emphasizes the importance of aligning success teams with the customer's hierarchy of needs to ensure positive business outcomes.
• It explores the evolution of customer success programs, from being seen as ancillary to sales or service to becoming integral drivers of long-term business success.
• The report advocates for a shift towards outcome-driven success, where success teams play a pivotal role in achieving tangible business value and fostering lasting partnerships with customers.