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.

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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.

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Integration Issues:

61% report a lack of integration between platforms, resulting in fragmented insights and silos.

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Limited Customization:

35% of companies struggle to tailor platforms to meet their specific needs effectively.

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Automation Insights:

Approximately 80% of organizations cannot quantify any efficiency gains from automation, indicating a lack of clear metrics.

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AI Importance:

Nearly 93% believe AI integration is crucial for optimizing customer success initiatives in the future.

Read the full report on the TSIA Portal

Publication date:

June 17, 2025

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