The Pulse: Trends In Customer Success Investment

June 7th, 2018

Amy Bills VP, Principal Analyst

Lisa Nakano

With contributor:

Jennifer Ross

Summary

Customer success plays a crucial role in the customer experience, and a direct or an indirect role in growth drivers such as retention, cross-sell, upsell, and advocacy. Forrester benchmark data shows that organizations of all sizes are investing in customer success, particularly customer success technology. Customer success leaders seeking increased resources should benchmark their investment plans against those of their peers to make the business case for future investment. In this report, we review findings from the Forrester benchmark data on organizations’ current and planned future investment in customer success.

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