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This document reports key research findings on the topic of how customer success organizations are aligning to support the charter of expansion with a greater focus on lead generation (opportunity development). Customer success organizations are being leveraged to support leads, and this research will identify the cost-effectiveness of CSMs that support lead generation versus a sales organization. It will also look at the closure rate compared to the cost values.
Director, Customer Success Research, TSIA
Research Analyst, TSIA
Publish Date: August 3, 2022
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Peg Rodarmel, SVP, Subscription Services, Infor
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