Customer success and the customer experience as a whole has come into focus over the last 5 years.
According to Totango, in 2018, 42% of customer success teams were around longer than 3 years. Compare that with 77% of teams less than 3 years in 2015.
This is, without a doubt, good news for consumers who increasingly expect more out of companies they patronize.
And trends continue to show more adoption of customer success teams and metrics across SaaS, professional services and other growth stage companies.
We asked customer success professionals to open up and provide insight on how far their company is going to integrate customer success, what they’re tracking, tools they are using and what they expect for 2019.
Check out our post. Would love to hear where your company would fit in and what you’re expecting from CS in 2019.
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