Salesforce pioneered the concept of Customer Success. It grew into the ‘Customers for Life’ program and today employs hundreds of Customer Success professionals. Loyalty marketing guru Bryan Pearson shares more about this pioneering effort: Link_SFDC Customers-for-life
Today, Customer Success is an industry which keeps the SaaS world afloat. It needs the right doses of people, process and technology. Customer Success is not fully baked like other company functions such as the Finance department. Ultimately, data drives Customer Success. Analytics will make or break your customer success efforts.
Some of my insights here: