Regalix：2018客户成功状况调查(英文版)(36页).pdf

1、State of Customer Success 2018 JANUARY 2018 Customer Success as a discipline has come of age. Organizations are realizing its importance in their own growth curve and have begun investing in Customer Success teams. What are these Customer Success teams striving to achieve? And how are they faring in

2、 meeting those objectives? What are the challenges they are facing? And what is the positive outcome that organizations are deriving out of their Customer Success initiatives? These are some questions that we decided to find answers to. So we spoke in depth to 100 senior Customer Success executives

3、in large and medium sized organizations in the technology space. Their inputs helped us shape this report. Introduction Industry Revenue Level Employee Size Respondent Profile Computer Software 10,001+ 5,001 - 10,000 1,001 - 5,000 501 - 1,000 201 - 500 51 - 200 11 - 50 $1B $501M - 1B $251 - 500M $10

4、1 - 250M $51 - 100M $11 - 50M $1 - 10M VPs Directors Managers Others Internet Information Technology and Services 61% 4% 8% 13% 17% 30% 25% 3% 12% 5% 5% 9% 14% 32% 23% 9% 10% 68% 13% 30% 9% 01 State of Customer Success 2018 72% of organizations have a clearly-defined Customer Success strategy while

5、28% dont have one yet. Reducing churn (66%) and increasing product usage (65%) are the top-ranked objectives of a Customer Success program. Upsell more involved metrics like customer referral rate (10%) and lifetime value (5%) are less popular. Email (88%) and phone (80%) are the most-preferred cust

6、omer engagement channels. Social media (12%) and website (10%) are the least-preferred customer engagement channels. Managing customer expectations (57%) and measuring customer satisfaction (52%) are the biggest challenges Customer Success programs face. Predictive analytics (67%) is the most-sought