Trends and challenges in the customer success industry

by | Jan 25, 2021 | Marketing, Public Relations

A newly released report from ChurnZero, ESG, and Higher Logic, the inaugural Customer Success Leadership Study, uncovers the latest trends and challenges facing the customer success industry and the influence they have within their organization.

“This debut report is just the start as we aim to continuously survey the customer success community to uncover trends over time,” said Abby Hammer, chief customer officer at ChurnZero, in a news release. “Because if 2020 showed us anything, it’s how everything can change in an instant—and that there’s an inextricable link between customer success and the resilience of SaaS organizations in bouts of upheaval.”

Trends and challenges in the customer success industry

After analyzing hundreds of survey responses and consulting a team of customer success experts to distill the data into top conclusions and recommendations, the report surfaced four key focus areas for customer success leaders:

  • Influence Within the Organization
  • Organizational Alignment
  • Customer Success Operations
  • Goals and Aspirations

Trends and challenges in the customer success industry

“By sharing the top initiatives and issues facing customer success leaders today, we hope to move the customer success conversation forward from achieving industry validation to innovation, scale, and maturity,” said Michael Harnum, CEO at ESG, in the release.

Trends and challenges in the customer success industry

Download the full study here.

In this study, 586 customer success professionals were surveyed about their goals, processes, and technology. The majority of survey respondents work at B2B SaaS companies with 51 to 200 total employees and $5M to $10M in annual revenue.

Richard Carufel
Richard Carufel is editor of Bulldog Reporter and the Daily ’Dog, one of the web’s leading sources of PR and marketing communications news and opinions. He has been reporting on the PR and communications industry for over 17 years, and has interviewed hundreds of journalists and PR industry leaders. Reach him at richard.carufel@bulldogreporter.com; @BulldogReporter