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Research Report
Communicating the Value of Customer Success
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October 15, 2024
Overview
Challenges
Many companies still view customer success as a cost center, making it difficult to gain executive support and alignment. While teams often collect the right metrics, they struggle to use them effectively to tell a compelling story about their value. Additionally, confusion over where customer success fits within the organization and overlapping responsibilities with sales create structural challenges that undermine its impact.
Summary
The report delves into the essential role of customer success organizations in enhancing customer experience and driving business outcomes. It highlights the challenges faced by customer success executives in effectively communicating their value to company leadership. With significant metrics available to showcase their contributions, the need for clear storytelling emerges as a crucial factor in securing organizational support and alignment.
Included in the full report
Importance of Customer Success Management:
Organizations with dedicated customer success teams outperform those without, indicating these teams’ critical role in customer retention and satisfaction.
Metrics Matter:
Companies generally collect the right performance metrics, but struggle with effectively using them to communicate value to leadership.
Organizational Alignment:
Confusion over where customer success should reside in a company leads to potential devaluation of the function, with many suggesting alignment under the Chief Customer Officer.
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