Vision Report

The Pulse: Trends In Customer Success Investment

June 7th, 2018
Lisa Nakano, null
Lisa Nakano
With contributor:
Jennifer Ross


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.