Customer Success has an exponential evolving rate and keeping up with new trends can help you build repeatable, scalable processes and avoid churn. In the third edition of Success Bound we have surveyed customer success thought leaders from around the world to give us insights into trends of customer success in 2022.
These trends will help you see the practices being adopted to the challenges you will be facing in 2022 as a Customer Success professional. We surveyed 16 global Customer Success thought leaders and practitioners that have been working tirelessly in propagating Customer Success and realizing its full potential.
Here is a list of the participants:
These 16 participants have led, built, grown Customer Success Teams at every scale and segment all the while propogating the Customer Success community with their innovation, ideas and content. Most of them are a part of the top 100 CS Influencers/Strategists. This Global Survey Report combines the acumen, experience and foresight into a packet for you.
The rationale of this report is to educate and nuture the developing talent in CS as well as provide key insights that help CS team all around the world to gain more in 2022. We have also added our perspective as a Customer Success Intelligence platform of how we see this field evolving.
For B2B SaaS companies, user adoption is one of the most important elements of sustainable growth. Improving user adoption can help you fight churn, bring in good customer loyalty at the end of the customer journey and easier upsell opportunities.
You can see the impact of user adoption on multiple metrics like Customer Acquisition Cost, Customer Lifetime Value, Churn Rate, MRR, ARR, and more.
With Subscription economy, the customer is empowered to fire you and only wants to pay for value. Nothing else. No wonder you have invested in Customer Success technology, but are the current Customer Success technologies equipped enough to meet challenges.
Some of the struggles of modern Customer Success teams that we identified in our survey are
Customer Success is growing at a rapid rate and your company should be getting ready to adapt and improve. The Customer Success trends show the emergence of AI and automation for increased efficiency. They also show how customer centric businesses are becoming. They are focusing on the value aspect, building strong relationships and communities. 2022 is going to be a big year and we hope that you contribute maximally to it!