Summary
Customer success (CS) teams at companies that primarily sell software use a blend of dedicated and general-purpose technologies. In a 2024 Forrester survey, US-based CS pros most often said that their team uses customer feedback management systems — a dedicated technology. The general-purpose technologies they most often said their team uses are customer analytics, social media monitoring, and marketing automation. Few reported using standalone generative AI, sales enablement, reward fulfillment, and sales/conversational intelligence, even though Forrester expects the latter three to play prominent roles in sales technology strategy and use.
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