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Where Are We Headed?

In: Scaling Customer Success

Author

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  • Chitra Madhwacharyula
  • Shreesha Ramdas

Abstract

Customer Success has come a long way since it evolved into a full fledged function. From reactive to proactive, from tactical to strategic, from high touch to digital touch, it’s been an interesting but not surprising evolution. We have come a long way, but in some ways we are just getting started. They say that the best way of predicting the future is to build it, and that’s exactly what we hope we’ve done in the previous chapters. We believe firmly that an increased focus on CS Ops. and the CS Center of Excellence is the way forward for all medium and large CS practices. And while nobody knows precisely how the future will unfold, in this chapter, we’ll gaze into our crystal ball to bring you predictions backed by our own industry knowledge and the knowledge of all the CS experts who have contributed to this book. We’ll also look at trends that you can tap into immediately to make your own CS Org. and practice a lasting success.

Suggested Citation

  • Chitra Madhwacharyula & Shreesha Ramdas, 2023. "Where Are We Headed?," Springer Books, in: Scaling Customer Success, chapter 0, pages 219-236, Springer.
    • Handle: RePEc:spr:sprchp:978-1-4842-9192-4_10
    DOI: 10.1007/978-1-4842-9192-4_10
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