Originally posted on 14 March 2023 | By Chitra Iyer

The customer success (CS) team is increasingly the custodian of the post-purchase CX. Here’s how to make modern CS teams succeed.

The Gist

  • So close yet so far. 95% of B2B SaaS companies have customer success teams but annual churn rates are still unacceptable.
  • Modern B2B CS is evolving. From support to onboarding to adoption and optimization, is your CS function keeping pace with the possibilities?
  • From support role to revenue driver. Focusing on the areas that make CS strategic can take it from a cost to a profit center and improve ROI for both — customers and the business.

Read the full article at CMS Wire.