As more and more companies have embraced the recurring revenue business model, it has become easier for customers to try new products and services (sales), and conversely, just as easy for them to leave if they aren’t realizing value (churn). This new reality has made way for the Customer Success movement—a renewed focus on driving customer lifetime value by monitoring health factors such as product usage, sales and billing data, survey responses and others. As the economic climate heats up, businesses are quickly realizing that in order to be successful, they must ensure that their customers are realizing success from the use of their product. Otherwise their bottom-line is at risk.
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