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Does this sound familiar? CSMs are highly reactive, there is no clear definition of the work they do and the organizational value they bring. They can be highly dependent on sales for driving activities within the customer, and you are struggling to measure success for additional investment. If this sounds familiar, then learn how New Relic transformed its customer success organization into a proactive team that is focused on identifying customer’s business goals and associating it to product value. Our CSMs now are seen as a key resource to improve New Relic's partnership with customers and understand their business goals to help them be successful.
VP, Customer Success, New Relic
Publish Date: October 22, 2019
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Peg Rodarmel, SVP, Subscription Services, Infor
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