Customer Success Statistics 2023 - Everything You Need to Know


Are you looking to add Customer Success to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Customer Success statistics of 2023.

My team and I scanned the entire web and collected all the most useful Customer Success stats on this page. You don’t need to check any other resource on the web for any Customer Success statistics. All are here only 🙂

How much of an impact will Customer Success have on your day-to-day? or the day-to-day of your business? Should you invest in Customer Success? We will answer all your Customer Success related questions here.

Please read the page carefully and don’t miss any word. 🙂

Best Customer Success Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 216 Customer Success Statistics on this page 🙂

Customer Success Usage Statistics

  • According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. [0]

Customer Success Market Statistics

  • According to a very thought provoking research carried out by Walker, by 2020, customer experience programs will surpass any other product or marketing activities in terms of budget and allocation of resources. [1]
  • Nonetheless, 90% of marketers in 2017 seem to agree on the fact that designing a successful customer journey and working at close quarters with customer success represents their top priority. [1]
  • The remaining 33% of experts have different backgrounds, from marketing to product or engineering, consulting or finance. [1]
  • Despite the fact that the majority of B2B marketing executives agrees on the importance of customer success programs, only 23% of them focus on a customercentric strategy instead of dealing with channel or product. [1]
  • Only 34% of customer success teams are structured as standalone units reporting directly to the CEO, while 14% of them are still considered sub divisions of marketing or sales. [1]
  • 52% of marketers adapt their strategies and tactics based on customer interactions and feedback. [2]
  • 75% of marketers say they will be responsible for the endto end experience over the customer’s lifetime. [2]
  • 62% of marketing leaders said use of online customer data at their firms increased in the last two years, and 70% said they expect to use more online data in the next two years. [2]
  • The CX Management market in the US reached 49%of consumers have left a brand in the past year due to poor customer experience. [3]
  • 83%of executives feel that unimproved CX presents them with considerable revenue and market share risks. [3]
  • By 2023,25%of organizations expect they will integrate marketing, sales, and customer experience into a single function. [3]

Customer Success Software Statistics

  • Gartnerpredictsthat by 2020, 80% of software providers will have migrated to a subscription. [4]
  • Worldwide artificial intelligence software revenue is forecast to total$62.5Bin 2023, an increase of 21.3% from 2021. [3]

Customer Success Adoption Statistics

  • all brands report AI adoption in at least one function, up from 50% in 2020. [3]

Customer Success Latest Statistics

  • Customer success is top of mind for many businesses, with 72% reporting that improved customer success is a priority. [5]
  • 57% respondents from the customer success and product management teams felt most aligned in the customer outcomes area, with 49% aligned to user feedback and 29% respondents felt least aligned to customer health, with 24% voting for Onboarding processes. [5]
  • Among all the customer success statistics, an interesting one that came out was that by improving customer retention by just 5%, your company’s profits can increase by as much as 95%. [5]
  • Churn is on the rise, but alignment may be the key to lower customer attrition Churn the rate at which customers cancel is on the rise, with 30% of SaaS companies reporting increased churn rates over the past year. [5]
  • The average SaaS industry churn rate is 5.33% But the median annual churn rate for SaaS businesses with sales under $10 million is 20%. [5]
  • Fully engaged customers represent a 23% premium in wallet share, profitability, revenue, and relationship growth. [5]
  • And, organizations with aligned customer success and product management teams experience less churn, reporting rates lower than 1%. [5]
  • The key to tapping into low churn rates may lie in coordination among management, customer success, and product management, as 77% of businesses surveyed noted leadership was key to successful alignment. [5]
  • Research from LinkedIn notes that the Customer Success Specialist job title is 6th among the 15 fastestgrowing white collar jobs in the U.S. Compensation for customer success professionals has increased, according to 61% of respondents in a HubSpot report. [5]
  • The popular fast food chain pays store operators double or triple industry average compensation while continuing to give 10% of profits to charity. [5]
  • 83% of surveyed businesses indicated a desire to digitally transform customer success But only 25% of customer success teams use a single consolidated tool and 64% have plans to simplify their technology stack. [5]
  • Customer success teams spend 61% of their time on postsales phases against 39% on pre. [5]
  • Nearly 50 percent of the CS leaders surveyed report that funding models in their companies are based upon bottom up estimation methodologies and are not linked to any business metric such as ARR or annual revenues. [5]
  • In 2020, 86% of buyers will pay for a better Customer Experience and it will overtake price and product as the key brand differentiator. [5]
  • In customer success, there are nearly an equal number of women and Men working in the profession globally. [5]
  • According to Forrester Research, Over 72% of the businesses say that improving customer success would be their number one priority. [6]
  • The study shows 30% of SaaS Companies reported their churn rates have increased in the past year. [6]
  • As per a survey by SurveySparrow, although only 8% of the companies’ KPIs were NPS, 63.16% of companies use NPS as a success metric. [6]
  • This essentially means 96% of your unhappy customers would not bother to let you know they’re unhappy. [6]
  • Only a 5% increase in retention rates can increase your profits by 75%. [6]
  • The survey results stated that surprisingly, 38% of companies still don’t have a Customer Success tool. [6]
  • This also explains why 44% of companies haven’t been able to implement health scoring for their customers successfully. [6]
  • Study shows that 86% of buyers are willing to pay more for a great customer experience. [6]
  • For SMBs, a better benchmark range would be 10 – 20% of ARR. [6]
  • Only 30% of respondents said yes. [6]
  • Whereas 70% of the businesses do not change their customer health scores. [6]
  • It is amusing to see that 37% of the companies don’t have a clearly defined CS strategy. [6]
  • 83% of Customer Success teams saw growth in team size last year [2018 Customer Success Salary Report, Totango]. [4]
  • Usage of CS platforms rose from 25% to 43% from 2015. [4]
  • 67% of customers say their standard for good experiences is higher than they’ve ever been [Salesforce]. [4]
  • 80% of customers say the experience a company provides is as important as its products and services [Salesforce]. [4]
  • Siegel+Gale] $1.6T lost every year in the US as a result of poor customer service [Accenture]. [4]
  • In fact, 86% of buyers are willing to pay more for a great customer experience. [0]
  • For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). [0]
  • 49% of buyers have made impulse purchases. [0]
  • It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. [0]
  • In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. [0]
  • In fact, our own research found that only 44% will increase the investment in their CX initiatives. [0]
  • In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. [0]
  • Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. [0]
  • For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. [0]
  • And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. [0]
  • So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. [0]
  • However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. [0]
  • According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. [0]
  • On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. [0]
  • In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. [0]
  • Today, 67% of customers prefer self service over speaking to a company representative. [0]
  • Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. [0]
  • In 2019, 25% of all customer interactions were automated through AI and machine learning. [0]
  • With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2023. [0]
  • Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. [7]
  • Multiply your answer by 100 to get the percentage that is your customer retention rate. [7]
  • The survey consists of one question posed alongside a 10 point scale “How likely are you to recommend [business or product] to a friend?”. [7]
  • From there, your CSAT formula is the number of positive responses divided by the total number of responses, then multiplied by 100 to get a percentage. [7]
  • Researchers found that a whopping 94% of customers who rated interactions as “low effort” repurchased in the future. [7]
  • And HubSpot found that, of the customers reporting “high effort” interaction, up to 81% may speak negatively about the company. [7]
  • Your eNPS survey form should only ask one question, “On a scale of 1 to 10, how likely are you to recommend this product or service?”. [8]
  • In this case, my churn rate for May would be 6.4% (64/1000=.064=6.4%). [8]
  • In fact, 96% of customers who are faced with these types of high effort experiences report being disloyal in the future. [8]
  • The metric also helps you predict customer loyalty — Gartner found that CES is 40% more effective at predicting customer loyalty than customer satisfaction. [8]
  • Then, if you multiply your result by 100, you’ll have the percentage of customers who are happy with their brand experience. [8]
  • For example, if we received 50 responses and 40 of them were positive, then our CSAT would be 80% . [8]
  • Some companies managed to reduce churn to under 1% and we all know what the effects of customer retention are in terms of growth!. [1]
  • Great customer success programs combined with key account management increase profit up to 95% according to a Bain & Co. study. [1]
  • Giant corporations as Hubspot or Salesforce generate 70 to 80% new customers through word of mouth. [1]
  • About 25% to 30% of executives that are directly in contact with clients are now being compensated on the basis of customer retention metrics. [1]
  • Experts in this sector earn on average between $75,000 to $175,000 a year according to seniority and their remuneration structure is often linked to a 50% performance. [1]
  • Only in rare cases (<20%). [1]
  • 60% of organizations implemented a formalized customer success program only in the past two years and therefore, they often rely on external consultants to define their strategy and recruit experts. [1]
  • A study conducted by Totango, revealed that 43% of executives who work in customer success come from sales or account management while only 24% previously worked in success. [1]
  • Only 40% of customer success managers are involved in support and only 20% of them are expected to work on upselling activities. [1]
  • 50% of customer success managers revealed that they’re still uncertain regarding what metrics need to be implemented in order to evaluate performance. [1]
  • Less than 20% of companies admit that they’re truly efficient with customer journey mapping and management. [1]
  • 50% of businesses still don’t know how to track results even though over 80% of executives are aware that in the near future they’ll have to boost interaction with their customers through different channels. [1]
  • Proving The Value of Customer Experience For Your Business Companies with a customer experience mindset drive revenue 4 8% higher than the rest of their industries. [2]
  • Two thirds of companies compete on customer experience, up from just 36% in 2010 Companies that lead in customer experience outperform laggards by nearly 80% 84% of companies that work to improve their customer experience report an increase in their revenue. [2]
  • 73% of companies with above average customer experience perform better financially than their competitors. [2]
  • 96% of customers say customer service is important in their choice of loyalty to a brand. [2]
  • 83% of companies that believe it’s important to make customers happy also experience growing revenue. [2]
  • 73% of consumers say a good experience is key in influencing their brand loyalties. [2]
  • 77% of consumers say inefficient customer experiences detract from their quality of life. [2]
  • Customer centric companies are 60% more profitable than companies that don’t focus on customers. [2]
  • a total of $1.6 trillion Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. [2]
  • American consumers will pay 17% more to purchase from a company with a reputation for great service. [2]
  • Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average Companies with engaged employees outperform the competition by 147% 81% of companies view customer experience as a competitive differentiator. [2]
  • 68% of customers say the service representative is key to a positive service experience. [2]
  • 64% of companies with a customer focused CEO believe they are more profitable than their competitors. [2]
  • 63% of CEOS want to rally organizations around customers as the top investment priority. [2]
  • 90% of CEOs believe the customer has the greatest impact on their business. [2]
  • 22% of Fortune 100 companies have a C level customer officer, compared to 10% of Fortune 500 and 6% of Fortune. [2]
  • 1000 90% of CEOs believe customers have the biggest impact on company strategies. [2]
  • 75% of customer experience management executives gave customer experience a top score for being incredibly important to business. [2]
  • 59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer focused CEO reporting growth. [2]
  • 39% of CEOs say customer experience is the most effective method of creating a competitive advantage, which was the most common answer. [2]
  • 90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience. [2]
  • 77% of consumers view brands more favorably if they seek out and apply customer feedback. [2]
  • 69% of U.S. consumers shop more with brands that offer consistent experiences in store and online. [2]
  • Companies that use tools like customer journey maps reduce their cost of service by 15 20% Companies that have embraced digital transformation are 26% more profitable than their peers. [2]
  • Offering a high quality customer experience can lower the cost of serving customers by up to 33% 71% of the companies say the cloud has influenced the customer experience. [2]
  • 65% of companies say improving their data analysis is very important to delivering a better customer experience. [2]
  • Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. [2]
  • 70% of Americans have spent more money to do business with a company that offers great service. [2]
  • Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85% 2% increase in customer retention is the same to profits as cutting costs by 10%. [2]
  • 87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience. [2]
  • 80% of customers say they are more likely to do business with a company if it offers personalized experiences. [2]
  • 1 Customer Churn Rate Customer churn rate is used to capture the percentage of customers who no longer use your product or service. [9]
  • NPS is measured based on the answers of a survey that asks customers how likely they are to recommend your service or product on a scale of. [9]
  • To calculate NPS, you need to conduct an NPS survey asking customers one question “On a scale of 1 to 10, how likely are you to recommend our product or service?”. [9]
  • On a scale of 1 to 10, how likely are you to recommend this product or service?”. [10]
  • For example, if 68% of customers were promoters and 13% were detractors, then the brand’s NPS® would be positive. [10]
  • If on the other hand only 21% of customers were promoters and 57% were detractors, then the brand’s NPS® would be negative. [10]
  • Then, if you multiply your result by 100, you’ll have the percentage of customers who are happy with their brand experience. [10]
  • For example, if we received 50 responses and 40 of them were positive, then our CSAT would be 80% . [10]
  • Because upsells and crosssells are taken into account, your NRR can be over 100% and this is what bestin class companies strive for. [11]
  • Ideally, your customer retention rate should rise over time and get as close to 100% as it can. [11]
  • 47% of customers say they’ll stop buying from a company if they have a subpar experience. [12]
  • The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere. [12]
  • According to another recent study, 91% of customers who are unhappy with a brand will leave without complaining. [12]
  • 70% of buying experiences are based on how the customer feels they are being treated. [12]
  • 62% of customers say they share their bad experiences with others. [12]
  • The same study by Salesforce showed that 72% of customers will share their good experiences with others. [12]
  • That’s a full 10% more positives than negatives. [12]
  • Salesforce found that a great experience is key to setting up a regular customer, with 67% of people saying they’d pay extra to get it. [12]
  • For example 70% of customers say service agents’ awareness of sales interactions is very important to keeping their business. [12]
  • 80% of customers say the experience a company provides is just as important as its products or services. [12]
  • 59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. [12]
  • 90% of people are more likely to trust a company if they have a strong privacy policy. [12]
  • 88% of people trust companies that vow not to share their personal information without permission. [12]
  • 92% appreciate companies giving them control over what information is collected about them. [12]
  • 79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. [12]
  • 27% of Americans report that ineffective customer service is their number one frustration. [12]
  • Another 12% of Americans rate their number one frustration as “lack of speed”. [12]
  • 72% of customers say that explaining their problems to multiple people is poor customer service. [12]
  • 79% of consumers who used feedback to complain about poor customer experience online were ignored. [12]
  • 33% of consumers would recommend a brand that provides a quick but ineffective response. [12]
  • Only 17% of consumers would recommend a brand that provides a slow but effective solution. [12]
  • Some of the highlights 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. [12]
  • 64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. [12]
  • 63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. [12]
  • 52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. [12]
  • 51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. [12]
  • 20% of customer service teams use voice activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company. [12]
  • Highlights include 88% of high performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. [12]
  • 83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. [12]
  • 69% of high performing service agents are actively looking for situations to use artificial intelligence compared to only 39% of underperformers. [12]
  • Customer service statistics show that service teams are projected to increase their use of AI by 143% over the next 18 months. [12]
  • High performing service teams are 3.2 times more likely than underperformers to have a defined AI strategy. [12]
  • 51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. [12]
  • More financial services firms are adopting AI, with 41% using some form of AI compared to other sectors. [12]
  • For example, only 13% of education institutions are using AI. [12]
  • Only 9% of governments use AI chatbots as opposed to 42% of media and communications companies. [12]
  • Showing the highest projected growth rate, customer service teams in the travel and hospitality industry expect AI use to grow 187% over the next 18 months. [12]
  • Looking ahead, 82% of service decision makers say their company’s customer service must transform to stay competitive. [12]
  • Comparatively, there are 8.1% of the Hispanic or Latino ethnicity and 3.9% of the Asian ethnicity. [13]
  • White, 82.7% Hispanic or Latino, 8.1% Asian, 3.9% Black or African American, 3.5% Unknown, 1.6% American Indian and Alaska Native, 0.2% average salarycompared to other ethnicities. [13]
  • Interestingly enough, the average age of Customer Success Managers is 40+ years old, which represents 70% of the population. [13]
  • 78% of Customer Success Managers earn that degree. [13]
  • A close second is Master’s Degree with 12% and rounding it off. [13]
  • Bachelors, 78% Masters, 12% Associate, 7% High School Diploma, 1%. [13]
  • Other Degrees, 2% Customer Success Manager Wage Gap By Education Customer Success Manager Employment Statistics. [13]
  • By looking over 1,590 Customer Success Managers resumes, we figured out that the average Customer Success Manager enjoys staying at their job for 1 2 years for a percentage of 30%. [13]
  • Fundraising Consultant 15.79% Advertising And Promotions Coordinator 14.95% Human Resources Lead 13.02% Customer Success Manager 9.37% Marketing Vice President 9.28% Senior Project Manager 8.41% Business Office Manager 7.93% Profession. [13]
  • The most common foreign language among Customer Success Managers is Spanish at 44.3%. [13]
  • The secondmost popular foreign language spoken is Portuguese at 7.1% and French is the third most popular at 7.1%. [13]
  • Spanish, 44.3% Portuguese, 7.1% French, 7.1% German, 5.7% Mandarin, 4.3% Other, 31.5%. [13]
  • The probability of converting existing customers is as high as 70%. [14]
  • On the contrary, the chances of reeling in a new client are as low as 5%. [14]
  • Yet, only 23% of B2B companies have a customer centric approach Ensuring that your customers are using your products to get positive results is extremely important. [14]
  • 74% of customers that receive a good experience are likely to keep their subscription for at least 1 year. [14]
  • How to Measure Customer Success in a SaaS Company 50% of the companies that have a customer success team view it as a separate department. [14]
  • After all, 66% of people believe that companies can provide a great online experience by simply valuing their time. [14]
  • 86%of professionals engaged in, or leading, CX expect to compete based on CX. [3]
  • 87%of senior business leaders in the US and UK see CX as their top growth engine but only 1 in 3 feel prepared to address it. [3]
  • reached$2.9Bin 2021 and is expected to grow 15.3% every year from 2023 to 2030. [3]
  • 86%of consumers would leave a brand after as few as two poor experiences. [3]
  • 65%of all consumers find a positive experience with a brand to be more influential than great advertising. [3]
  • 74%of consumers are at least somewhat likely to buy based on experiences alone. [3]
  • 68%of US consumers currently use, or would like to use, social media to engage with brands to ask questions before making a purchase, while 59% of consumers expect to do so to get post. [3]
  • 61%of consumers will pay at least 5% more if they know they’ll get a good customer experience. [3]
  • 56%of consumers feel that the quality of the customer service they receive has a higher impact on how positively they view a brand than any other criteria. [3]
  • 66%of consumers say they will share personal data about themselves if they think it will elevate their customer experience. [3]
  • CX drives 85%of brands believe they offer personalized customer experience but only 60% of consumers agree. [3]
  • 60%of consumers report that they will become repeat buyers after a personalized purchasing experience. [3]
  • 91%of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. [3]
  • 62%of consumers don’t feel like they get excellent customer service on social media when making a purchase. [3]
  • Customers are2.4 times more likelyto stick with a brand when their problems are solved quickly. [3]
  • 52%of consumers expect a response from a brand within one hour. [3]
  • However, 39% report having to wait more than two hours for a reply. [3]
  • 65%of respondents would become long term customers of a brand if they can provide positive experiences throughout the customer journey. [3]
  • 42%of consumers say a seamless experience across all devices and channels is a top expectation while only 11% of decision makers see seamless, omnichannel experiences as the most important factor when delivering quality experiences. [3]
  • 52%of all worldwide website traffic is on mobile devices. [3]
  • They are expected to increase 15% annually and reachover $700Bby 2025. [3]
  • Retail mobile commerce sales in the US reached 75%of customers find it important for brands to offer them a fully self service customer care option to answer their questions. [3]
  • More than 60%of consumers look for self service first, instead of contacting a live agent. [3]
  • 2040%of live volume could easily be handled with existing self service tools, according to customer service leaders. [3]
  • Enterprises continue to demonstrate a strong interest in AI, with 46%of consumers will abandon a brand if employees are not knowledgeable. [3]
  • 71%of customers expect customer service agents already to have information regarding their previous interactions with the brand. [3]
  • By 2023, Over 90%of enterprises now employ a CCO, CXO, or executives with similar responsibilities. [3]
  • With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in theLinkedIn 2020 Emerging Jobs Report. [15]
  • According to the report, an incredible 72% of current CSMs are working in the Software & IT industry. [15]

I know you want to use Customer Success Software, thus we made this list of best Customer Success Software. We also wrote about how to learn Customer Success Software and how to install Customer Success Software. Recently we wrote how to uninstall Customer Success Software for newbie users. Don’t forgot to check latest Customer Success statistics of 2023.

Reference


  1. superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
  2. userlane – https://www.userlane.com/the-status-quo-of-customer-success-stats-facts-data-and-japanese-restaurants/.
  3. forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/.
  4. emplifi – https://emplifi.io/resources/blog/customer-experience-statistics.
  5. higherlogic – https://www.higherlogic.com/blog/talkin-saas-stats-customer-success-is-having-a-moment/.
  6. smartkarrot – https://www.smartkarrot.com/resources/blog/20-customer-success-statistics-in-2020/.
  7. customersuccessbox – https://customersuccessbox.com/blog/customer-success-statistics/.
  8. helpscout – https://www.helpscout.com/blog/customer-success-metrics/.
  9. hubspot – https://blog.hubspot.com/service/customer-success-metrics.
  10. userguiding – https://userguiding.com/blog/customer-success-metrics/.
  11. custify – https://www.custify.com/customer-success-metrics.
  12. gainsight – https://www.gainsight.com/blog/what-is-a-customer-retention-rate-and-how-do-i-calculate-it/.
  13. salesforce – https://www.salesforce.com/blog/customer-service-stats/.
  14. zippia – https://www.zippia.com/customer-success-manager-jobs/demographics/.
  15. document360 – https://document360.com/blog/measure-saas-customer-success/.
  16. business2community – https://www.business2community.com/customer-experience/linkedin-emerging-jobs-report-the-rise-of-customer-success-in-2020-02278461.

In Conclusion

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