Best Practice Report

Customer Success Teams Fail To Reach Their Potential Without Purpose-Built Technology

April 5th, 2023
Shari Srebnick, Principal Analyst
Shari Srebnick Principal Analyst
With contributors:
Dave Frankland , Amy Bills , Laura Ramos , Alesia Garrett , Kate Pierpont

Summary

Customer success software helps B2B companies assess customer health, forecast renewals, and identify growth opportunities. However, only a minority of organizations equip their customer success teams with purpose-built solutions. Unfortunately, many customer success teams are expected to rely on cobbled-together software solutions that are ill-equipped to support their work. In this report, we demonstrate why customer success teams should invest in purpose-built platforms to best support customer and company outcomes.

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