The only constant in SaaS and Customer Success seems to be change - this year, that ‘change’ tied to gen AI, a focus on revenue within CS orgs, and the accelerated need for digital CS motions to scale customer engagement and efficiencies while driving better results.
What hasn’t changed: measuring the evolution of CS in Gainsight’s annual Customer Success Index Survey.
We officially launched our 2024 Customer Success Index Survey created in partnership with Benchmarkit and designed to gather and highlight key trends and insights into the current state of CS. And YOU have a chance to shape the insights and outputs of this report!
Your input is vital in painting an accurate picture of how Customer Success leaders are navigating today’s market dynamics, leveraging AI, and making crucial decisions for the future. The insights gathered from this survey will help you benchmark your own strategies against industry standards, identify areas for improvement, and stay ahead of emerging trends.
Things we learned in the 2023 CS Index:
- 98% of companies either maintained or increased their investment in CS in 2023
- 41% of companies measured CS on expansion revenue and
- 42% of CS teams were responsible for renewals
- Companies with a dedicated CS Ops team doubled from 2022 to 2023 (20% to 41%, respectively)
- Over half of participants already had a Digital CS program in place in 2023
Help us pinpoint what’s changed, what’s the same, and what’s top of mind in 2024! Click the link below to participate in the survey and secure your copy of the comprehensive report 