TECH BUYER Jan 2020 - IDC Perspective - Doc # AP45813820

Transitioning from Customer Support to Customer Success With Software-As-A-Service Vendors

By: Linus LaiVice President


This IDC Perspective evaluates the ongoing shift amongst software-as-a-service (SaaS) providers toward customer success methodologies in both intent and strategy. Customer success focuses on helping customers achieve specific outcomes that they deem important to their own business objectives rather than traditional modes of customer support that focus on technical functionality and performance. According to Linus Lai, VP, IDC Asia/Pacific Software and Services, "We don't expect customer support to diminish in value but we expect customer success to become a leading indicator for SaaS value propositions in the coming years"



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