In short, both the customer initially and ultimately the CSMs own company as well are beneficiaries of customer success management. These two beneficiaries could be looked on as being direct and indirect beneficiaries respectively, in the sense that the majority of what the CSM actually does is directly related to benefitting the customers organization through the processes of understanding and planning for and then actually undergoing the onboarding and adoption of and the value realization from whatever products and services they have purchased from the CSMs company. In this way, the customer gains direct benefits from this action.
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