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Customer success is becoming increasingly better understood and is often considered a central business driver. Throughout the pandemic, new sales numbers plummeted, and it became more apparent than ever before that the cost of delighting existing customers is significantly more inexpensive than acquiring new customers. During this time, the spotlight really began to shine on customer success as a cornerstone of modern business.
As customer success continues to develop and gain momentum, there are evolutionary changes that need to be addressed. Going into 2022, what does customer success look like, and how should organizations prepare for the coming year?
In this session, Adrian Speyer, head of Community at Higher Logic, will present a sneak preview of an upcoming research project on the trends in customer success. Collected data and interviews with customer success leaders from across a spectrum of organizations will be shared, as will key findings on the future of customer success.
With coverage on topics that range from the digitization of customer success to scale net revenue retention (NRR), to the importance of product-led growth to better tailor experiences, this is an excellent chance to learn how to shape your customer success strategy and understand what your competitors see as paramount to their own success. The presentation will magnify how customer success is evolving rapidly and how organizations can mimic business successes by following suit.
Distinguished Researcher, VP, Technology Ecosystems, TSIA
Head of Community, Vanilla by Higher Logic
Publish Date: December 14, 2021
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