Even though customer happiness is a company-wide initiative, there are two obvious starting places where we can help ensure lower churn:

1. Dedicate individuals to focus solely on getting customers to the promised business outcomes by through better on-boarding, training, consulting, etc.
2. Dedicate individuals to the job of ensuring that renewal sales happen.
   

These are the key starting functions to incorporate into your Customer Success Management (CSM) group. As Nick Mehta, the CEO of Gainsight described at the Matrix portfolio company event, there are five ways that they have seen this structured organizationally (see image).

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