What's next for customer success?

Find out what customer success teams across B2B companies large and small are doing to prepare for the new year in our 2017 Customer Success State of the Industry and Trend Report.

A few key points:

  • 61% of customer success teams are giving sales/marketing alignment top priority so they can drive higher adoption
  • 55% say visibility into customer health and user behavior is their biggest challenge to customer retention
  • 20% of respondents indicate that scaling is their biggest overall challenge, a critical step to allocating resources toward account expansion
  • 40% denote identifying promoters as a top challenge to turning customers into advocacy, expressing that reactive processes leave them unable to prioritize this lead-driving stage in the customer journey