View more free research
View more premium research
Poll Insights
Customer Success Tech Platforms Struggle To Show Value
Already have an account?
Sign in
.svg){kind=icon}
June 17, 2025
Overview
Challenges
Despite the rise in importance of customer success technology platforms, adoption has not necessarily led to large impacts across the board. While many companies have incorporated these platforms, they are frequently stymied by the complexity that accompanies them. Results from our recent quick poll underscore the gravity of these challenges, showing what is holding customer success organizations back.
Summary
The poll insight reveals that organizations are encountering significant hurdles in leveraging Customer Success (CS) technology platforms effectively. Key issues include poor data quality, inadequate platform integration, and a lack of measurable outcomes, all of which hinder the potential benefits of these technologies. Companies recognize the need for improvement and the importance of AI integration but struggle with the execution.
Included in the full report
Data Quality Challenges:
Over 70% of respondents cite poor data quality and accuracy as the biggest obstacle to deriving value from CS platforms.
Integration Issues:
61% report a lack of integration between platforms, resulting in fragmented insights and silos.
Limited Customization:
35% of companies struggle to tailor platforms to meet their specific needs effectively.
Automation Insights:
Approximately 80% of organizations cannot quantify any efficiency gains from automation, indicating a lack of clear metrics.
AI Importance:
Nearly 93% believe AI integration is crucial for optimizing customer success initiatives in the future.
Trusted by tech services leaders worldwide
Get the benefits of membership
Becoming a TSIA member gives you access to an extensive library of leading research and data to fuel your growth. Signing up takes less than a minute—it’s quick, easy, and free.
Create an account
Have questions or need guidance?
Connect with a TSIA research expert