Customer Success is no longer just a support function—it’s a strategic growth driver. But the way organizations manage their customer relationships varies greatly. Two approaches stand out: Customer Success Management (CSM) and Project-Centric Customer Management (PCCM).
Let’s explore the difference—and how CXDesk, our AI-enabled Customer Success Platform, brings both approaches together through the power of Smartsheet.
Customer Success Management focuses on ensuring customers derive continuous value from a product or service over time. It’s relationship-driven, outcome-focused, and lifecycle-centric. The goal: retain, grow, and advocate.
CSMs measure success using health scores, NPS, usage data, and renewals. However, traditional CSM systems often fall short when success depends on the execution of complex, cross-functional initiatives—like CX transformation, process redesign, or integrations.
CXDesk, powered by Smartsheet and developed by Virtuos, is a purpose-built Customer Success Platform that manages both strategic relationships and executional portfolios. With modules like:
CXDesk ensures that every CX program is accountable, measurable, and aligned with business goals.
"Our CXDesk platform has taken nearly 17 years to perfect—since our first launch in 2008. We’ve served over 100 leading B2B and B2C brands across the globe. Much of this vision was seeded during our foundational partnership with RightNow Technologies, the pioneering CX company from Bozeman, Montana—later acquired by Oracle in 2012. Today, with Smartsheet at its core, CXDesk unifies strategy, execution, and success into one intelligent platform."
— Venky Vijay Reddi, CEO, Virtuos Digital
Pure CSM tools miss the execution depth. Traditional PM tools miss the relational insights. CXDesk delivers both. It is the bridge between strategic relationship success and operational execution excellence.
Subscribe to Virtuos Digital Newsletter to get the updates on the latest AI, No-Code, Cloud and Digital Technologies.
Virtuos Digital (VDC) is a high-performance consulting and digital transformation company, driving AI Ambition and excellence through cutting-edge technology and strategic expertise.
