High-Performing Organizations Use Purpose-Built Technology To Drive Customer Success

High-performing organizations are more likely to invest in purpose-built technology to drive customer success (CS). Postsale customer engagement pros at firms that exceeded their revenue plan are more likely than those that missed or met it to say that their team uses conversational intelligence, marketing automation, customer content generation tools, and customer success platforms — systems that support engagement, value realization, and growth across the postsale customer lifecycle. Investing in these tools supports a strategic role for postsale teams in driving customer retention and growth. This is a snapshot of Forrester’s data on the top technologies CS pros at high-performing organizations use.