Customer Success Industry - Education and Growth


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  • The growing Customer Success industry—examining its strategic role in engagement

    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. But even though great strides have been made in the recognition and importance of Customer Success, new research from Customer Success specialist firm Totango, more clarity, education and awareness about the function is needed.

    According to preliminary findings from the firm’s 2019 State of the Customer Success Industry and Salary Report, 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.

    Read more customer success profession insights

    This article was published in Agility PR Solution’s Blog.

    Read the full text of the article here.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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