More than a decade ago, the SaaS industry leveraged “Customer Success” to proactively reduce churn. Since then, the function has gained traction from hardware to software, subscription to consumption - and even services. Thanks to SaaS, and it’s replacement of the perpetual license, Customer Success made its way to mainstream vocabulary. With the massive growth in Platform-as-a-Service and Infrastructure-as-a-Service models, Customer Success cemented itself as a business critical function. The rise of the cloud and the on-demand economy means that we are truly moving towards Everything-as-a-Service (XaaS). This presentation looks at how Customer Success models need to adapt to serve evolving markets, delivering value aligned with customers' business objectives - and ensuring services and platform decisions map back to those goals - and where we’re headed next.
Sponsored by Totango.