TMCnet News
New Research Reveals Growth of Customer Success Profession and its Strategic and Financial Role in Enterprise Business SuccessSAN MATEO, Calif., Aug. 5, 2019 /PRNewswire/ -- Totango, the leader in Customer Success for the enterprise, today released preliminary findings from the 2019 State of the Customer Success Industry and Salary Report, which revealed that the Customer Success profession has grown exponentially year-over-year, expanding beyond traditional job titles and taking on a larger strategic and financial role in an enterprise's business success. Over the past six years, thousands of Customer Success professionals have participated in Totango's State of the Customer Success Industry and Salary Survey. The survey was conducted to provide valuable insights into trends in the Customer Success profession, including the unique challenges and goals of the industry in order to establish industry benchmarks for Customer Success compensation trends, growth and maturity of the role. The report found that compensation for Customer Success professionals has increased since 2018, reinforcing the importance of Customer Success and an organizational focus on customer-centricity to business growth. However, although great strides have been made in the recognition and importance of Customer Success, more clarity, education and awareness about the function is needed within enterprises. Totango will host a webinar on Tuesday, August 27 to deliver complete survey report details and analysis. "The Customer Success industry is growing at an incredibly rapid pace. As organizations, particularly enterprises, realize the importance of Customer Success in business success, they are expanding their engagement beyond their top customers to include their entire customer base," said Guy Nirpaz, Totango CEO and founder. "As a result, teams are growing in size alongside coverage models that scale to cover a broad base of customers. However, to successfully operationalize customer success, digital transformation is critical—organizations must invest in modern Customer Success platforms to equip their teams with practical means to gather customer data and effectively connect the dots across the enterprise." The Deloitte 2019 Enterprise Customer Success Study and Outlook underscores Totango's findings that indicate the importance of strong Customer Success programs. According to Deloitte, Customer Success results in happier customers overall with noticeable improvements experienced in the level of customer satisfaction and brand advocacy. According to Deloitte's study, half of companies with Customer Success teams saw a rise in Customer Satisfaction Scores (CSAT) by more than 20 percent. Customer Success as a function matures and is no longer an organizational silo Compensation structures evolve as revenue responsibility grows across Customer Success teams Digital transformation of Customer Success is imminent This year close to 500 professionals and more than 10,000 data points were analyzed in order to provide valuable insights into trends in the Customer Success profession, including the unique challenges and goals of the industry. To receive complete details and analysis on the 2019 State of the Customer Success Industry and Salary Report as well as additional insights from the Totango Customer Insights Report conducted earlier this year, register for the webinar at: https://totango.zoom.us/webinar/register/WN_fdcxK59KT42XPeeW8RFzxg About Totango
View original content to download multimedia:http://www.prnewswire.com/news-releases/new-research-reveals-growth-of-customer-success-profession-and-its-strategic-and-financial-role-in-enterprise-business-success-300896153.html SOURCE Totango |