Customer success trends and predictions

Predictions for five emerging trends in customer success

Over the next 12–24 months, the adoption of a customer success–led approach is poised to transform how enterprise-scale companies deliver long-term customer value.

Five predictions for customer success trends

2020 was a year of significant business disruption, and the pandemic has accelerated the shift of companies toward business models that place customer experience front and center. During these times, it’s been confirmed that the ability to deliver a strong customer experience and enable your customers to meet their business outcomes is the cornerstone for driving long-term customer value. As we look ahead to the rest of 2021 and beyond, it seems that the coming 12–24 months will see an acceleration of a customer success (CS)–led approach, especially in enterprise-scale companies.

As this discipline matures in the coming months, leaders in this field will face more challenges (and more opportunities) than ever before. In this article, we outline five key emerging trends within the discipline of customer success in the immediate future.

Acknowledgements to:

Marybeth D'Souza
Senior Manager
Deloitte Consulting LLP
Aftab Khanna
Senior Manager
Deloitte Consulting LLP
Melody Liu
Deloitte Consulting LLP

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