Magazine Article | October 1, 2019

The State Of Customer Success

Source: Software Executive magazine

Phil Nanus, VP, Customer Success Research, TSIA

Source: PHILNANUS, VP, Customer Success Research, TSIA

In 2000, Malcolm Gladwell authored The Tipping Point. In the book he defined a tipping point as “the moment of critical mass, the threshold, the boiling point.” When we look back in several years, we will be able to point to 2018 as the year that customer success, as a broad set of capabilities and organizations, hit its tipping point. Several years ago, there had been initial questions and debate about longevity of customer success initiatives and organizations, but the evidence of organizational representation and the cavernous gap of demand versus existing supply of resources in the market are stark evidence points that show customer success is thriving and here to stay.

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