Why is customer success all-the-rage today? We set out to peel a layer deeper and see, now that customer success has become part of our everyday vernacular. Are companies just talking the talk, or are they walking the walk?

1. Customer Success
Survey Results your feedback matters.
1

2. Who Participated
!2
We reached out to customer success professionals and consultants from SaaS and
professional services companies to get an honest opinion on the value of CS across
their company.
Are companies talking
the talk, or walking the
walk?
Customer Success Survey 2019

3. your feedback matters.
What We Learned

4. !4
69% rate company integration at 7 or higher
Customer Success Survey 2019

5. !5
3/4 of professionals track over 3 metrics
Customer Success Survey 2019

6. !6
Customer Success Survey 2019

7. Of professionals rely on 2 or more
customer feedback tools
!7
32
Customer Success Survey 2019

8. !8
As reported, professionals feel CS culture is baked in throughout their company.
But, digging deeper, we learned that about 5% more those surveyed feel their team
is siloed within the company.
Customer Success Survey 2019
CS Teams Not Siloed
But Not Fully
Integrated

9. !9
We also observed that about 43% of companies are not or unsure of that CS
metrics are factored into their overall customer ROI.
Customer Success Survey 2019
Integration
Continued

10. Team Growth in 2019
!10
LinkedIn declared Customer Success Managers the 6th most promising job title in
2019, with 86% YoY growth over the last year. That number jives with our responses
to team growth: 66.7% of customer success professionals expect to have more
coworkers this year
67% expect their team
to grow in 2019
Customer Success Survey 2019

11. Wrap Up
!11
Question? Baptiste Debever, Customer Feedback Experts at Feedier / baptiste@feedier.com
Survey conducted December 2018 - January 2019 and is not a scientific poll.