Trends Report

Trends Show A Focus On Value Attainment Improves Customer Success’s Impact

Even With Improving Results, Customer Success Must Refine Its Purpose

January 27th, 2023
With contributors:
Amy Bills , Shari Srebnick , Alesia Garrett , Kate Pierpont


Customer success organizations are becoming more popular as teams seek to keep customers on a path to realizing value. Yet Forrester’s State Of Customer Success Survey, 2022 findings and interviews show that ambiguities surrounding roles, activities, metrics, and purpose prevent many teams from achieving peak performance. B2B customer engagement professionals can use this report to compare their results to peers and understand how to move from feature adoption, retention, and revenue protection to higher engagement, revenue growth, and value attainment.

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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.