What is the Primary Role of Customer Success?

123.jpgRenewal Play? Not So Fast

I had the opportunity to collaborate with Peter Armaly on a Customer Success project we are both passionate about exploring. With the rise of SaaS, the customer success industry seems to be in a rush to get to the finish line before it has figured out the answer to “what is the primary role of customer success?”

Through our joint experience, we believe the customer’s ability to adopt a solution is the key building block to success and to the likelihood of customers continuing to invest in a product. Persistently high churn rates and persistently low retention rates offer the most obvious proof of our thesis and there is still much work that needs to be done to develop best practices around user adoption.

You can read our complete story here. 

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