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2013 State of the Profession: Customer Success (report + infographic)

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Today I’m very excited to release our 2013 benchmark report on the State of the Customer Success Profession. The detailed report covers the average customer success professional profile, compensation structure, challenges faced, tools used, and an update on where the Customer Success function and professionals stand with businesses today.

The report revealed these top 3 findings:
1. Customer Success is still emerging (and growing).
2. Businesses are missing the Customer Success Playbook.
3. There is a need for the right technologies and tools.

The analysis of Customer Success challenges shows that 37% of the surveyed participants have had the Customer Success function in their organization for more than 3 years, but still 13% complain that there is an unclear definition and understanding of the CSM role.

“For some companies, it’s an uphill battle because they are still looking for internal buy-in by upper management to convince them of the value this function brings,” says Guy Nirpaz, Totango CEO. “This report also showed how diverse Customer Success is – from reporting structure to team size to past experience. Customer Success has infiltrated all functions of a business, demonstrating the growing desire to put the customer at the center of everything.”

Check out the infographic below that illustrates the highlights from the report.

Get the FULL report here.

Jill Rubin

Jill is a senior marketing and business development executive with experience leading successful teams in both large companies and startups. She has taken companies from early stage to strong revenue growth and propelled established businesses to industry leadership positions.

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