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The first 90 days will decide the fate of most implementations. While the complexity of your product could shift the timeline, if a customer feels let down during onboarding, then the journey ahead could be precarious.
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Totango surveyed close to 500 professionals for its 2020 State of the Customer Success Industry and Salary Report. The completed analysis provides many valuable insights into the trends of the customer success profession, including the unique challenges and goals of the industry.
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Determining the customer journey is the first step in establishing a customer success strategy. It essentially maps out the ideal path to attain recurring value for your customer so that your organization gets recurring revenue.
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