The profession and practices of Customer Success Management are rapidly evolving as an ever wider range of companies set up their own teams worldwide. The role that was once primarily found in the SaaS/Cloud B2B sector has expanded far beyond to any company whose business model depends upon customer relationship retention and expansion.
The first formal research into what subscription-model companies were doing organizationally about customer retention was begun in 2009. A follow up series of research surveys was opened in 2010 and 2011. In late 2012, the first inquiry on The State of Customer Success was conducted via an online survey and follow-up interviews.
More focused research was done in 2014 and 2015 on how companies were defining their customer success strategies and efforts, the process/workflow of their CS teams and on the state of their Customer Success Technology Suites.
Now conducted by the Customer Success Association as part of its Customer Success Standards Initiative, the research continues with the 2016 survey instrument.
Customer Success Research 2016
For 2016, the seventh year of the ongoing Customer Success Research program, the goal is to develop a clear picture of the current State of The Profession worldwide. It is well known that there can be a great difference between companies when it comes to Customer Success, even though everybody tends to use the same terms to talk about it. We want to take a closer look at the possible sources of the wide variances in how Customer Success groups are defined, equipped and operate. We also want to gather data about longevity in CS executive ranks.
Participants who fully identify themselves and their companies will receive a complimentary upgrade to Executive membership in the Customer Success Association for 12 months. (A $95 USD value.)
While there are a good number of questions, none of them should require any research in order to be answered. All involve data that any CS executive should know about their team and company. The survey as a whole offers you the opportunity to step back and to take a comprehensive view of customer success in your company, and can serve as the beginning of a plan for your next steps.
To begin the survey, click on this link.
The data generated from the CSSI Research will be used to develop The State of the Profession and The Future of Customer Success presentations delivered at the Customer SuccessCon West/Seattle/East/Europe events. These presentations will shortly also be available to Executive Members of the CSA as reports in the Customer Success Library. While full identification is requested (though not required) from all survey participants to assure accurate data, neither your identity nor your specific answers will ever be shared with anyone under any circumstances; only aggregate data will be used for reporting.