Little more than a decade ago, customer success didn’t exist. It was created out of necessity—the burgeoning SaaS and subscription economy demanded a function dedicated to customers.
But what about the future?
The CS function is maturing quickly, with additional demands, needs, and talent requirements coming quickly as well.
In the old days, CS was a place of experimentation where people from all disciplines could find a home. Is that going to be the case in the future? Is that even desirable as CS becomes a more mature function?
Then of course we have turbulent economic times—if a recession comes in 2023, it would be the first one that the CS function has ever really seen. How will leadership respond in a time of economic volatility or downright crisis?
And what about the technological world of CS? With the changes in CS’ role in companies come different technology needs and innovations. Where will the industry go next?
During #ReUp2022, questions like this popped up throughout the two-day summit. Our goal at Catalyst was to explore and interrogate these questions—we know there are no easy answers.
After the Summit, we produced six chapters of content to tease out the nuance of these questions:
6. The Three Ways Customer Success Drives (And Supports) Tech Innovation
We hope you enjoy reading the perspectives of the amazing CS leaders who spoke at ReUp. And if you want to hear directly from those speakers, sign up to get access to the entire ReUp Summit on demand.