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

Abstract

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"


Coverage

Content


Get More

When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.



Related Links

Do you have questions about this document
or available subscriptions?

Contact Us