Customer success will become the dominant revenue engine for XaaS companies.
Any technology company that sells a technology subscription
has learned that customer success is a critical capability for driving the adoption, expansion, and renewal of subscription revenues.
However, a majority of technology companies continue to run the customer success function as a cost center. Almost half of technology companies do not monetize any customer success activities, and many are struggling to determine a financial model that enables them to scale customer success.
This paper will explain why customer success is so vital today, as well as:
- Emerging trends in customer success
- The future of customer success
- Migration of customer success business models
- Metrics that matter