Gainsight Report Finds Nearly Half of SaaS Companies Focused on Digital Customer Success To Drive Scale and Efficiency
New Digital Strategies Are Helping Companies Improve Customer Experience, Product Adoption, and Customer Retention San Francisco, California (October 18th, 2023) – Gainsight, the world’s leading Customer Success platform, today announced the results of a study on Customer Success trends. The big takeaway from the Customer Success Index (CS Index) North America 2023 report, created in partnership with Benchmarkit, a B2B SaaS research firm, is that almost half (48%) of the SaaS companies surveyed for the report have a formal Digital Customer Success program focused on adding more efficiency to their growth strategies. Over the past decade, Customer Success has evolved from a standalone business unit focused on helping companies avoid churn and downsell to its role today as a key business strategy for driving more efficient revenue growth. Meanwhile, as SaaS companies strive to achieve these goals while reducing operating and headcount costs, Digital Customer Success, which blends human and digital touchpoints to support customers, has become more popular. According to the CS Index, Digital Customer Success is gaining ground in companies at both the lower ($1M-$10M) and higher ($100M+) end of the revenue spectrum. The research was conducted earlier this year to benchmark Customer Success organizational structures, the presence […]