2021 is here and the customer success industry is wondering what’s in store as we exit one of the most tumultuous years in modern memory.

  • How will COVID-19 affect CS teams in Year 2?
  • How will CEOs view customer success?
  • What will budgets look like?
  • Should software companies start charging for CS services?

These are just a few of the topics we discussed with CS expert Irit Eizips in our first “Take 5 with UserIQ” interview series. Her take …

Trend 1: Doubling down on CS

Due to the fallout of COVID-19, you can’t rely on economic growth to fall back on. You must provide value to ensure the existing customers you do have don’t churn and actually are in position to expand.

“Whether you had an amazing year or a rough year,” says Eizips, “you’re going to double down (on) retaining customers.”

Trend 2: Expanded CS budgets

Any CEO who wants to survive — and dominate — their space will look at increasing CS resources to impact net revenue and retention rates.

“If you don’t take care of it, your competitors will,” she says.

Trend 3: CS as a service

With customer success becoming more sophisticated, and helpful, companies will continue to look at ways to protect cash flow. One way, Eizips predicts, will be charging for CS services.

“You’ll think about all the services that clients need and then start promoting them to become a much better partner … not just the feature and function of your software,” she says. “That’s going to be a very big change.”

To see more, view our quick five minute conversation.

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Irit Eizips is CEO of CSM Practice, a global consultancy. She’s considered a top expert in the field.

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