A Revolution in Customer Success is Starting
For over a year, Customer Success leaders have been discussing, “We need to do something about the state of customer success.” This blog is the start of looking to the future, understanding how we went wrong and how we can better serve both company and customer.
Part 3. History of Customer Success: Boom to Bust (2020 to 2023)
In the third and final installment of the history of customer success in Europe (2020 to the present) we look at its huge growth in people take up role in the profession, changes in delivery as funding dried up and the impact of generative AI.
Part 2. History of Customer Success in Europe: The Crafting of a Profession (2017 to 2019)
This is the second article in our series about the history of customer success in Europe. This time we look at the changes year-by-year as customer success took hold in Europe and started to accelerate its growth.
Part 1. History of Customer Success in Europe: The Beginnings (2011 to 2016)
Customer success emerged in Europe later than the US, from 2011-2014 and focused on driving usage and cross-functional buy-in for emerging cloud technology. Enterprises were undergoing digital transformation strategy with the cloud.