The concept of customer success has been around for many years, but it has become increasingly important in recent years as businesses have come to recognize the value of retaining customers and maximizing their lifetime value. The term “customer success” itself gained popularity in the early 2010s, and the role of customer success manager has become more common in many organizations.
The rise of customer success as a discipline can be attributed to a number of factors, including the increasing importance of customer satisfaction and retention in the era of e-commerce and digital technology. As more and more businesses have shifted to selling their products and services online, the need for customer success has become more critical in order to maintain a competitive edge and drive long-term business growth.
Additionally, the growth of subscription-based business models has also contributed to the rise of customer success. In these models, companies rely on recurring revenue from customers, which makes it essential to provide ongoing support and value in order to retain their business. This has led many organizations to focus on customer success as a key part of their overall strategy.
In short, while the concept of customer success has been around for many years, it has become increasingly important in recent years as a way for businesses to retain customers and drive long-term growth.