Technology companies are laying off workers by the thousands. More than 160,000 in 2022 and over 100,000 in just the first month and a half of 2023 (ref. https://layoffs.fyi/).
Leadership hears how important Customer Success (CS) programs are, but too often existing CS programs are poorly implemented, misunderstood, and are an easy budget to cut when the belt needs to be tightened.
What does CS look like in 2023? I believe most companies will continue their CS programs and look for ways to augment their reduced team using automation, self-help, and other technologies. Many companies will outsource CS functions to consultants. A consultant is more cost-effective when used on an as-needed basis and can bring specialized expertise and experience to ensure CS teams are optimized.
Since 80% of a company’s future profits will likely come from just 20% of existing customers, it is important that companies don’t overlook the importance of CS functions. Customers are tightening their belts too.
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