2019 ENTERPRISE CUSTOMER SUCCESS (CS) STUDY AND OUTLOOK

Many companies have established a CS function to focus on developing, growing, and sustaining relationships with customers. CS started as a churn-prevention team for SaaS businesses, and is now a growing discipline within the broader technology industry. As CS evolves, its focus is expanding from customer retention to managing the end-to-end customer journey, from developing better products to driving customer adoption, retention, and growth.