Abstract

This IDC Perspective discusses the enterprise adoption of the customer success concept and how customer success is transforming into an enterprise business strategy.

"Enterprises are stepping up their investments in customer success management to better serve their own customers in a more meaningful way with a focus on business outcomes rather than just customer satisfaction. This will enable enterprises to glean more and deeper insights into their own customers' motivations and strategies, enabling a better fit of product or service to customer need, while providing an objective, metrics-driven basis for account expansion and improved customer loyalty," said Gerry Brown, CX Research Director at IDC.

Coverage