Abstract

This IDC Perspective discusses enterprise perceptions of the value of software applications vendor customer success services. End users appreciate vendors' customer success services, but there are various quality improvement areas that need addressing by vendors. These include providing customer success services for all their clients, delivering more business outcome discussions and metrics, and ensuring customer success services are provided continuously across the end-to-end customer procurement journey.

"Customer success services are set to become the prime strategic competitive advantage and differentiator in enterprise software procurements. Vendors that invest appropriately in quality and resource improvements will be in pole position to win the hearts and minds and financial investments of enterprise software buyers," said Gerry Brown, CX Research Director, IDC.

Coverage