Customer education is taking a front seat this year.
The CS function has long been central to any SaaS organization. Now more than ever, all eyes turn to CSMs as businesses face two major trends:
1. Do more with less. SaaS companies seek to protect their bottom line. They turn to their existing customer base to drive revenue growth (vs. customer acquisition). Customer Success teams are forced to implement new tools and processes to improve the way they serve their clients.
2. Double down on self service. 70% of customers prefer a self service approach to customer experience (source: Forester). They want to call the shots when it comes to education and activation.
Our aim is to produce an insightful report around the future of Customer Success.
At the end of this questionnaire, you will have an option to provide your email address so we're able to share a draft version of our report ahead of its publication.