Market Overview: Customer Success Solutions

The Internet and cloud-based computing enable companies to offer their products as services, instead of physical objects, moving the economy away from capital expenditures to a "subscription" model. For subscription-based companies, the duration of the customer relationship has an economic impact on the company's financial health, as the value of the purchase is realized over time. Companies must actively manage their customers to ensure their success in order to decrease churn and increase revenue and advocacy. Vendors in the emerging category of customer success management offer technologies and processes to actively monitor customer health and intervene when health scores dip. This report spotlights the capabilities of eight customer success vendors and offers application development and delivery (AD&D) professionals a decision framework on how to choose the right vendor for their needs.