Tech Progression in Customer Success

Digital innovation in Customer Success
In 44 days, it’s going to be 2022. Sometimes months pass by in a flash whereas sometimes each day is so long that we have no idea what to do. But with each day passing, the world around us is changing, and we are witnessing enormous changes every second. Post pandemic, things all around us have drastically changed, take the Great Resignation. For example. Professionally, Customer Success has also evolved drastically in the Covid-19 era but the evolution of CS has actually been a long journey that began in the late 1990s.

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“Change is the only constant in life.”

Greek philosopher Heraclitus Tweet

In 44 days, it’s going to be 2022. Sometimes months pass by in a flash, whereas sometimes each day is so long that we have no idea what to do. But with each day passing, the world around us is changing, and we are witnessing enormous changes every second. Post pandemic, things all around us have drastically changed, take the Great Resignation for example. Professionally, Customer Success has also evolved drastically in the Covid-19 era, but the tech progression of CS has actually been a long journey that began in the late 1990s.

In 44 days, it’s going to be 2022. Can you believe it? In all honesty, the flow of time is strange. Sometimes months pass by in a flash whereas sometimes each day is so long that we have no idea what to do. But with each day passing, the world around us is changing, and we are witnessing enormous changes every second.

As an archetype, GenZ navigating work culture, my personal impact within my company, and doing all of this in a pandemic… let’s just say radical change is becoming normal to me. And I think my generation’s perspective on most things is rooted in being a digital native; all problems can and should be solved with data, scale, integrations, and without delay, because to me that’s how everything has always worked my entire life. 

Post pandemic, things all around us have drastically changed, take the Great Resignation for example. Professionally, Customer Success has also evolved drastically in the Covid-19 era, but the evolution of CS has actually been a long journey that began in the late 1990s.

The infographic below explains in detail how this journey has led to the tech progression of CS into what it is today. 

According to this article by McKinsey & Company on Introducing customer success 2.0: The new growth engine, there are five elements to a successful customer success strategy. They are:

Atkins, Charles, et al. “Customer Success 2.0 includes five elements.” McKinsey & Company, 20 Feb. 2019, www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/introducing-customer-success-2-0-the-new-growth-engine.

Imagine a new age smart customer success platform that adds immense value to your unified go-to-market model and at the same time leverages the power of Artificial Intelligence and Machine Learning to predict customers’ behaviours and target customer segments. This is what Cami.AI does, and does it at scale.

Today, to keep up with the pace of innovation, organizations need to consistently deploy and leverage advanced analytical techniques across complex databases to derive insights. It’s no longer just about predicting churn, instead, it’s about leveraging the power of data to identify products and services that might add value to your customers. 

On one hand, many organizations can be reluctant to apply advanced analytics to customer success as they fear it might be a large investment. This concern is especially real within companies that have a poor history of misinterpreting or mismanaging data. On the other hand, many organizations struggle to convert their analytical insights into actionable items or tasks that could help improve their customer success strategies efficiently. At the same time, there also exists a new set of companies who have recently been introduced to the concept / or realized the importance of customer success in their work philosophy. These companies simply don’t know where to begin or how to start incorporating this into their culture.

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