Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. For CSMs in the thick of the action, these changes can be confusing while simultaneously ground-breaking. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals. In order to relieve some of the shock value, let’s take a look at 4 current trends affecting these critical roles today:
First, let’s look at technology. Within the last decade, technological advancements have pushed the customer success industry forward by leaps and bounds.