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Customer Success Practices and Metrics

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The fundamentals of Customer Success are not new, the general concept has been around for some time, but current practices suggest that something more profound is happening across the industry. There is broad recognition that helping customers adopt and apply products successfully will help retain and build customer relationship value.  This study examines the approach companies use to organize, deliver and measure their Customer Success initiatives.

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Description

Customer Success has become a widely used and universally accepted term to describe a variety of customer-focused activities. The term has many meanings: A department; a team; a role, a business strategy. The fundamentals of Customer Success are not new, the general concept has been around for some time, but current practices suggest that something more profound is happening across the industry. There is broad recognition that helping customers adopt and apply products successfully will help retain and build customer relationship value. Companies based entirely on “as-a-service” models have known for some time that landing new customers is just the beginning of the relationship. Companies that have evolved from the world of perpetual licensing have been slower to recognize that the imperative to retain and expand existing relationships applies to them too. Customer success is not a one-sized-fits-all methodology and there is no right or wrong way to apply the principles of customer success provided that the outcome from success initiatives result in the ability to sustain and grow customer relationships.

  • This study was conducted using a combination of direct customer interviews and an electronic survey.
  • Participation was limited to companies with active customer success initiatives by individuals with direct involvement with success activities.
  • Participants include Customer Success executives (20.2%); mid-level management (31.6%); and individual contributors (48.2%).

This Report Includes:

Pages:

65 Pages

Topics Covered:

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