Case Study

Case Study: How Drift Bet On Talent To Outperform In B2B Customer Service

Lessons From A B2B Startup In The Hypergrowth Stage

October 20th, 2021
With contributors:
Melissa Parrish , Marissa Fritz


Drift, a B2B revenue acceleration platform, is one of North America’s fastest-growing companies. This case study examines how its customer service department evolved from a team bolted onto the broader organization into a key cog of customer success and employee experience. Learn how Drift’s customer service team scaled itself alongside the company’s hypergrowth, integrated with other internal teams, and changed the culture to push the boundaries of what can be improved in B2B customer service.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.