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Customer Success the Next Generation: What is the Final Frontier?

Part of the Customer Success Summit On-Demand Series

Over the past 5 years, Customer Success has become a recognized philosophy in almost all SaaS and subscription businesses today. Now that we’ve moved from infancy towards maturity, how will the industry continue to evolve? Will the customer success function grow or will it be absorbed into other parts of the organization?

At the Customer Success Summit in San Francisco we gathered together four CEOs from different SaaS organizations to answer these questions and give us their thoughts on the future of this industry. While all of these leaders have been in the Customer Success space for a long time, they all have different approaches when it comes to measuring their business, structuring their teams, and even bringing on the right people.

Here are some of the questions that were answered in this session:

How to do you measure Customer Success? Customer lifetime value, customer acquisition cost, product usage, engagement, feature adoption, and more. All of these metrics come in to play when tracking your success as a customer success organization.

What is the right background for a VP of Customer Success? The ideal customer success leader has the relationship skills of a sales person, business process of a services person and the natural empathy of a marketing person.

Where does automation come into play with Customer Success? Where do you need humans? As you expand your organization more and more it’s important to look at how you can better scale your operations using automation tools while still leveraging humans in places where automation really doesn’t cut it.

What is the biggest challenge with Customer Success? One of the challenges in this industry stems from the name “Customer Success”. Not that it isn’t important for companies to focus on this but that it creates the impression that is the only team responsible for the success of the customer. Customer success still needs to be a much larger mantra of the entire organization.

Watch the full session from Customer Success Summit.

See all of the sessions from Customer Success Summit here: www.customersuccesssummit.com 

Amanda Saunders

I'm the Customer and Content Marketing Manager at Totango. I work with Customer Success heroes to help tell stories and share best practices that can be leveraged by others in our community. Previously, I worked at Citrix helping customer find new ways to work and live better.

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