Customer Success Statistics 2024 – Everything You Need to Know

Customer Success Statistics 2023: Facts about Customer Success outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Customer Success, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

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On this page, you’ll learn about the following:

Top Customer Success Statistics 2023
- Customer Success “Latest” Statistics

Top Customer Success Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 253 Customer Success Statistics on this page 🙂

Customer Success “Latest” Statistics

96% of consumers who encounter these high-effort situations say they will be unfaithful in the future.^[1]
According to Gartner, CES predicts customer loyalty 40% more accurately than customer happiness.^[1]
More than 72% of firms, according to Forrester research, feel that enhancing customer success would be their top goal.^[2]
Although just 8% of the organizations’ KPIs were NPS, according to a poll by SurveySparrow, 63.16% of businesses utilize NPS as a success indicator.^[2]
A better benchmark range for SMBs would be 10%–20% of ARR; however, remember that this proportion will fall as your customer success program starts to form.^[2]
30% of SaaS companies said their customer turnover rates had grown in the previous year.^[2]
38% of businesses still do not have a customer success tool, according to the study data.^[2]
44% of businesses have failed to adopt health scoring for their clients properly.^[2]
56% of customers believe that, more than any other factor, the level of customer service they get positively influences how favorably they see a company.^[3]
60% of shoppers claim they will make further purchases following a tailored shopping experience.^[3]
62% of customers believe they don’t get outstanding customer service when they make purchases on social media.^[3]
65% of respondents believe good customer service is more impactful than effective advertising.^[3]
When asked if personally sharing information about themselves would improve their client experience, 66% of customers said yes.^[3]
Before making a purchase, 68% of U.S. customers use or would want to utilize social media to interact with firms and ask questions. In comparison, 59% of consumers anticipate doing so to gain posts.^[3]
71% of consumers expect that customer service representatives will already be familiar with their prior encounters with the business.^[3]
83% of CEOs believe that the dangers to their revenue and market share are significant when CX isn’t enhanced.^[3]
Customers who get offers and suggestions that are relevant to them are more inclined to purchase from brands, according to 91% of consumers.^[3]
By 2023, 25% of businesses anticipate combining marketing, sales, and customer service into a single department.^[3]
CX powers only 60% of customers to agree with businesses’ claims that they deliver tailored customer experiences.^[3]
Companies continue to show a great interest in AI, with 46% of customers saying they would stop using a brand if staff didn’t know what they were doing.^[3]
Mobile shopping for retail e-commerce sales in the U.S. reached 75% of consumers, who believe that firms should provide them with an utterly self-service alternative for customer service to address their inquiries.^[3]
49% of U.S. CX management market customers reported leaving a brand in the previous year due to a bad customer experience.^[3]
Customer service executives estimate that current self-service solutions could easily manage 20%-40% of live load.^[4]
Only 11% of decision-makers see seamless omnichannel experiences as the most crucial component for providing high-quality experiences, even though 42% of customers rank a seamless experience across all devices and channels as their top expectation.^[4]
50% of customer success managers said they are still unsure of the measures that should be used to assess performance.^[4]
Compared to 34% of agents with AI, 51% without AI claim to spend most of their time on menial tasks.^[4]
Compared to only 40% of businesses without a customer experience-focused CEO, 59% of these businesses report more robust revenue growth.^[4]
If a company can provide excellent customer experiences across the customer lifecycle, 65% of respondents will become repeat customers.^[4]
Compared to just 39% of underperformers, 69% of top-performing service agents actively seek opportunities to employ artificial intelligence.^[4]
74% of clients who had a positive experience will likely continue using the service for at least a year.^[4]
75% of consumers believe businesses must provide them with a complete self-service option for customer support so they can get their questions answered.^[4]
Ineffective customer encounters, according to 77% of customers, lower quality of life.^[4]
Consumers who complained about bad customer service online with comments were disregarded in 79% of cases.^[4]
In return for contextualized encounters where they are recognized right away, 79% of consumers are prepared to provide pertinent information about themselves.^[4]
80% of clients believe that a business’s experiences are just as crucial as its goods and services.^[4]
Compared to just 52% of underperformers, 83% of high-performing service agents said they get the training they need to accomplish their jobs properly.^[4]
Only 60% of customers say businesses deliver individualized customer experiences, while 85% of firms believe they do.^[4]
Only 1 in 3 senior corporate executives in the U.S. and UK feel equipped to handle cx, even though 87% consider it their top growth engine.^[4]
92% are grateful that businesses give them control over the data gathered about them.^[4]
According to Totango Research, just 24% of executives who work in customer success had prior success experience, whereas 43% come from sales or account management.^[4]
Approximately 25% to 30% of executives with direct client contact are now paid based on KPIs for customer retention.^[4]
Another recent survey found that 91% of dissatisfied consumers leave a business without complaining.^[4]
According to research from Adobe, firms with the best multichannel customer interaction strategy saw 10% year-over-year growth, a 10% rise in average order value, and a 25% boost in close rates.^[4]
HubSpot discovered that 81% of consumers who reported high-effort interactions might have negative things to say about the business.^[4]
50% of users will quit visiting a website if it isn’t mobile-friendly, even if they like the company.^[4]
Lack of speed ranks as the top frustration for another 12% of Americans.^[4]
70% of clients agree that maintaining their company depends heavily on service representatives’ knowledge of sales encounters.^[4]
If 68% of consumers were brand advocates and 13% were critics, the brand’s NPS would be favorable.^[4]
According to a Bain & Co. study, effective customer success programs and critical account management may boost earnings by up to 95%.^[4]
Compared to just 57% of underperformers, 88% of high-performing service decision-makers make substantial expenditures in agent training.^[4]
82% of service decision-makers assert that customer service must change for their business to remain competitive.^[4]
Compared to other industries, financial services organizations are more likely to employ AI, with 41% of them using it in some capacity. 12.^[4]
Nearly 50% of the CS executives polled said their organizations’ financing strategies are based on bottom-up estimating techniques and are not connected to any financial indicators like yearly sales or annual return on investment.^[4]
Only 20% of customer success managers are required to concentrate on upselling efforts, and only 40% are active in support.^[4]
AI chatbots are used by 42% of media and communications organizations, compared to 9% of governments.^[4]
94% of buyers who gave encounters a low effort rating made subsequent purchases, according to research.^[4]
Salesforce discovered that a positive experience is essential to establishing a loyal consumer, with 67% of respondents stating they would pay more to acquire.^[4]
Customer service teams in the tourism and hospitality sectors anticipate that usage of AI will increase by 187% over the next year.^[4]
33% of expertise range from marketing to product or engineering consultancy to finance.^[4]
76% of consumers feel moving their business elsewhere is simpler than ever.^[4]
Just 23% of B2B businesses use a customer-centric strategy.^[4]
From 2021 to 2031, there will be a predicted 4% reduction in the employment of customer support professionals.^[5]
According to the Bureau of Labor Statistics, 100% of customer success managers report receiving yearly incentives, and the majority, 67%, are satisfied with their perks.^[6]
A distinct customer experience department separate from customer success is reported by 51% of technology and services organizations.^[7]
Following a negative customer experience, 89% of customers have moved to do business with a rival.^[7]
According to Salesforce research, 70% of customers feel that contemporary technology makes it simple to do business with competitors.^[7]
After one terrible customer service encounter, around 50% of consumers said they would switch brands.^[7]
30% of businesses, according to the TSIA survey, modify their health ratings in response to shifting business situations.^[7]
96% of consumers worldwide claim that a company’s commitment to providing excellent customer service influences their decision to stick with it.^[7]
According to a TSIA survey, expectations for onboarding are established 52% of the time during the sales cycle, and they are often the responsibility of customer success departments.^[7]
Organizations focused on customer success have increased their growth charter from 10% in 2015 to 47% in 2020.^[7]
By the end of 2023, according to Gartner, 40% of businesses promise to help their clients and provide them with the finest experiences by operating everywhere.^[7]
According to a Microsoft analysis of the Global State of Customer Service in 2020, 58% of consumers would transfer to a competitor’s service due to poor customer service.^[7]
Increasing customer success is cited by more than 72% of the companies polled by Forrester Research as their top objective.^[7]
This is a considerable rise from 50% to 70% of organizations with customer success departments or positions compared to prior years.^[7]
The most popular response, given by 39% of CEOs, is that improving the customer experience is the best way to get a competitive edge.^[8]
According to customer interactions and feedback, 52% of marketers change their plans and approaches.^[8]
62% of marketing executives said that their companies usage of online consumer data has expanded over the last two years, and 70% indicated they anticipate using more online data during the next two years.^[8]
64% of businesses with a CEO prioritizing customers think they are more profitable than their rivals.^[8]
65% of companies said that enhancing data analysis is crucial to providing better customer service.^[8]
69% of U.S. customers spend more money with companies that offer reliable in-store and online experiences.^[8]
73% of businesses that provide above-average customer service outperform their rivals financially.^[8]
Customer experience received the highest rating for importance to the company from 75% of customer experience management executives.^[8]
75% of marketers claim they will be in charge of the whole consumer experience throughout their lives.^[8]
80% of consumers claim that if a brand delivers individualized experiences, they are more inclined to do business with it.^[8]
Compared to 18% of customers who had a negative experience, 87% of customers who said they had a wonderful experience would return to the business and make another purchase.^[8]
90% of international CEOs who employ data analytics claim that doing so has enhanced their capacity to provide excellent customer service.^[8]
American customers are willing to spend 17% extra for products from businesses known for their superb customer service.^[8]
Companies that foster an emotional connection with clients exceed their rivals’ sales growth by 85%. In terms of earnings, a 2% increase in client retention is equivalent to a 10% cost reduction.^[8]
Utilizing technologies like customer journey maps, businesses may save their service costs by 15%-20%. Digitally transformed enterprises are 26% more lucrative than their counterparts.^[8]
Companies with engaged staff do 147% better than their rivals.^[8]
After a good encounter, consumers are more likely to spend 14% more than those with bad experiences.^[8]
The cost of servicing clients may be reduced by up to 33% by providing high-quality customer service.^[8]
84% of businesses report more income when they try to enhance customer satisfaction.^[8]
Due to lengthy wait times, 21% of patients visiting hospital pharmacies chose to fill their prescriptions elsewhere.^[9]
After a great experience, 24% of customers continue doing business with suppliers for two or more years.^[9]
A competent person is the most crucial component for a pleasant customer experience, according to 31% of customers.^[9]
50% of consumers said they don’t post about their positive or negative service experiences on social media.^[9]
Compared to the 82% of consumers who use mobile applications to communicate with businesses, 51% of customer support staff utilize them.^[9]
Compared to the 81% of consumers who contact businesses through online chat or live assistance, just 52% of customer care personnel do so.^[9]
59% of consumers think companies must provide cutting-edge digital experiences to maintain their business.^[9]
62% of consumers would instead issue parking citations than wait in a machine-driven phone tree or have to repeat themselves to several team members.^[9]
76% of B2B buyers and 63% of consumers want firms to be aware of their particular requirements and expectations.^[9]
While 78% of consumers communicate with businesses through text, 63% of customer support employees do the same.^[9]
Customer care personnel utilize customer portals in 64% of cases, while consumers do so in 84% of cases.^[9]
Compared to the 82% of consumers who utilize knowledge bases, just 66% of customer service staff do so.^[9]
When they cannot contact a customer support professional, 67% of consumers terminate a call in frustration.^[9]
Consumers claim that 68% are prepared to pay extra for goods and services from companies with a reputation for providing excellent customer service.^[9]
69% of customers attempt to fix their problems on their initiative, while less than one-third of businesses provide self-service tools like a knowledge base.^[9]
70% of consumers said that, in an emergency, technology makes it easy for them to move their company to a rival.^[9]
71% of customers between the ages of 16 and 24 think that receiving a prompt response from a caring staff may significantly enhance their customer experience.^[9]
72% of consumers believe that explaining their issues to many people is terrible customer service.^[9]
Friendly customer service employees are responsible for 73% of clients falling in love with a company.^[9]
Even as the technology for automated solutions advances, 75% of customers will still prefer to engage with a human person.^[9]
No matter how they interact with a business—on social media, in person, over the phone, etc.—75% of consumers want a consistent experience.^[9]
Facebook is the most widely used social media network in America, with 79% of all internet users.^[9]
80% of businesses assess and enhance customer experience using customer satisfaction ratings.^[9]
80% of clients believe that a business’s experiences are equally essential to its goods or services.^[9]
Customers are more loyal to companies that address their issues, according to 83% of respondents.^[9]
84% of clients report that their most recent encounter with customer service did not meet their expectations.^[9]
Only 57% of underperformers make significant investments in agent training, compared to 88% of high-performing service decisions.^[9]
88% of consumers believe businesses that promise not to reveal their personal information without consent.^[9]
89% of the companies that consistently provide client experiences that are above average outperform their rivals financially.^[9]
After receiving good customer service, 89% of customers are more inclined to make another purchase.^[9]
90% of Americans consider a company’s customer service when deciding whether to do business with it.^[9]
90% of customers throughout the globe say that solving problems is their top customer service priority.^[9]
Customers who get outstanding customer service from businesses are 93% more likely to make further purchases.^[9]
More than 76% of all customers prefer to contact customer service professionals through phone calls.^[9]
A staggering 95% of customers agree that good customer service is crucial for maintaining brand loyalty, and 60% of consumers claim to have abandoned a brand in favor of a competing one due to poor customer service.^[9]
If you have an excellent privacy policy, nearly 90% of consumers are more inclined to trust you.^[9]
Around 80% of customers indicate they prefer to conduct business with a rival after more than one unfavorable encounter.^[9]
40% of American consumers depend on alternative means to contact customer support teams because they do not find bots productive.^[9]
Bain companies that prioritize providing superior customer service may increase sales by 4% to 8% over their market.^[9]
According to Bain & Co., rising client retention rates by only 5% may boost profitability by 25% to 95%.^[9]
Businesses prioritizing superior customer service may raise their sales by 4% to 8% over their market.^[9]
When they cannot contact a customer support professional, 67% of consumers terminate a call in frustration.^[9]
A quick 70% of dissatisfied consumers whose issues are remedied are prepared to do business with a company again.^[9]
73% of consumers claim that courteous customer service representatives are the reason they continue to support companies.^[9]
Long hold times and wait periods are considered the most annoying aspects of a service encounter by almost 60% of clients.^[9]
Nearly 90% of customers have faith in a business to meet their demands if they have given it a very high rating for service.^[9]
When a customer’s call is shifted from one department to another, about 70% of them get irate.^[9]
Customers’ expectations for positive experiences are more vital than ever, according to 67% of respondents’ salesforce.^[10]
Imagine seeing a 60% revenue boost by ensuring your consumers have a positive experience.^[11]
Customer outcomes were the area in which 57% of respondents from the customer success and product management teams felt most aligned, followed by user feedback (49%), customer health (29%), and onboarding procedures (24%).^[12]
Only 25% of customer success teams utilize a single consolidated solution, and only 83% of organizations polled said they wanted to change customer success digitally.^[12]
One noteworthy finding from all the data on customer success was that your company’s earnings might rise by as much as 95% by only boosting customer retention by 5%.^[12]
Businesses with synchronized customer success and product management teams exhibit lower turnover rates than 1%.^[12]
30% of SaaS organizations report rising churn rates over the last year, indicating that the rate at which consumers cancel their subscriptions is rising.^[12]
Many companies focus on improving customer success, with 72% saying this is a significant priority.^[12]
A 23% increase in wallet share profitability, revenue, and relationship growth is represented by fully engaged customers.^[12]
A superior customer experience will become the primary difference between brands in 2020, attracting 86% more customers than pricing and goods combined.^[12]
61% of respondents in a HubSpot analysis said salaries for customer success experts have improved.^[12]
5.33% is the average turnover rate for the SaaS sector.^[12]
As 77% of organizations questioned said that leadership was essential for effective alignment, the secret to leveraging low churn rates may lay in cooperation between management, customer success, and product management.^[12]
Esteban Kolsky estimates that 72% of clients will tell six or more people about a good experience.^[13]
Mobile devices now account for 52% of all internet traffic, with desktop use sliding downward.^[13]
57% of consumers won’t suggest a company with a mobile website that is poorly built.^[13]
Customers, for instance, are prepared to pay a premium of up to 13% and as high as 18% for luxury and indulgence services just by having an excellent customer experience.^[13]
If an online knowledge base were accessible and catered to their requirements, 91% of consumers would utilize it.^[13]
An overwhelming 90% of consumers say they have a negative mobile customer care experience.^[13]
Just 44% of respondents plan to increase their spending on CX efforts.^[13]
PwC polled 15,000 people for their future of CX research; they discovered that 1 in 3 consumers would stop using a brand they love after only one unfavorable encounter, while 92% would entirely give up on a business after two or three negative meetings.^[13]
88% of companies now place a high priority on customer experience in their contact centers.^[13]
13% of unhappy customers will tell at least 15 other people about their bad experiences.^[13]
By 2023, 40% of organizations will have used AI, up from the current 90% during the next three years.^[13]
Hyken predicting client wants and facilitating the customer journey, according to 89% of successful organizations, are essential for growth.^[14]
Because of a decline in the quality of the brand’s goods or services, 34% of customers quit purchasing from them.^[14]
According to PwC, 43% of U.S. customers believe they would not allow corporations to obtain their data.^[14]
Microsoft has found that 52% of consumers start their interactions with brands or businesses online.^[14]
According to 64% of Baby Boomers, customer service representatives should be able to check their most recent order’s status.^[14]
Even though 66% think businesses often treat consumers like numbers, they want companies to understand their specific needs and expectations.^[14]
For 53% of consumers, social networking is an ineffective avenue for customer support.^[14]
After receiving excellent customer service, 62% of B2B customers made larger purchases.^[14]
According to 67% of marketers, businesses often use predictive analytics technology in customer success initiatives. Regalix.^[14]
Businesses often automate salesforce 67% of baseline data collection, 65% of getting consumer input, and 63% of cases were classified.^[14]
88% of clients believe businesses have to employ individuals representative of the neighborhood salesforce.^[14]
After a hostile encounter, 79% of high-income families steer clear of brands for at least two years.^[14]
To give excellent service, 79% of customer care agents need to see past client encounters.^[14]
Compared to 44% of underperformers, 83% of high achievers got instruction on how to be sympathetic with consumers.^[14]
Only 5% of impulsive shoppers returned the products, and 85% were satisfied with their purchases.^[14]
Compared to 40% of underperformers, 86% of high performers believe that management has pushed them to be flexible with consumers.^[14]
Compared to 46% of underperformers, 88% of top performers have clear parameters for how flexible they may be with clients. Salesforce.^[14]
A prompt answer to the first query, according to 89% of consumers, influences their decision on the business.^[14]
90% of contented workers agree that they feel obligated to put forth their best effort for the company.^[14]
34% of customers use the internet daily to look for local businesses, accounting for 93% of all searches.^[14]
With a 93% satisfaction rate, employees are eager to put in additional effort to give consumers exceptional service.^[14]
96% of consumers agree that a brand’s customer service influences their decision to purchase or remain loyal to it.^[14]
For 65% of U.S. consumers, a good brand experience is more impactful than effective advertising.^[14]
Customers utilize self-service more often during the epidemic salesforce, according to 78% of service pros.^[14]
Salesforce procedures and workflow 84% of CX professionals require technology.^[14]
49% of consumers who received a brand’s tailored suggestion ended up buying a product they hadn’t planned to.^[14]
Among those who earn over $100,000 a year, 66% say they’d be prepared to pay extra, compared to 14.75% who say they wouldn’t.^[14]
Only 19% of those who earn less than $50,000 a year are hesitant to pay extra for superior customer service, compared to 50% of this group.^[14]
Compared to smaller businesses, big businesses are more than twice as likely to give customer service training (42% vs. 21%).^[14]
Check out these facts about client loyalty. HubSpot reports that 93% of consumers have greater expectations than previously.^[14]
57% of businesses fail to monitor client lifetime value.^[14]
Companies that provide excellent customer service see a boost in revenue of 17%, while those that don’t just get a 3% increase.^[14]
Companies monitor 87% of businesses report high customer satisfaction salesforce social media user opinions from clients.^[14]
From 4% in 2013 to 88% in 2020, customers’ expectations for a personalized experience have grown.^[14]
67% of customer service employees contact consumers proactively, Millennials (59%) and Gen Z (49%).^[14]
Bad customer service causes 96% of consumers to abandon a brand.^[14]
For 71% of consumers, according to PwC, employees have a significant effect on the customer experience.^[14]
In 2020, 65% of households reported having trouble with customer service, up from 56% in 2017.^[14]
The quality of the customer experience is crucial for 71% of customers when choosing which salesforce firm to buy from.^[14]
For 80% of consumers, a company’s experience is just as crucial as its goods and services.^[14]
74% of consumers complete a purchase across various channels.^[14]
91% of consumers are more likely to make a repeat purchase after an excellent encounter salesforce good customer service impacts purchasing behavior.^[14]
For 88% of U.S. customers, according to PwC, a customer’s level of confidence in a business affects how much of their personal information they are ready to provide.^[14]
67% of consumers find it easy to contact customer support on social media.^[14]
According to marketers, the top issues facing customer success initiatives at Regalix are managing customer expectations (57% of marketers) and assessing customer satisfaction (52% of marketers).^[14]
80% of consumers are more likely to make a purchase when brands offer personalized experiences, according to new Epsilon research, prescription for saving money.^[14]
63% of consumers consider onboarding crucial when making a purchase.^[14]
Customers only fully comprehend how businesses utilize their personal information in 27% of cases, and 86% want greater openness. Salesforce customers believe they no longer have control over how their personal information is utilized in 61% of cases. Salesforce.^[14]
Epsilon estimates that 85% of significant support teams do not use AI.^[14]
Only 47% of CEOs claim to fully comprehend how robots and AI will enhance the consumer experience.^[14]
Over 90% of Hyken customers would pay more for ease of delivery, and more than 40% of PwC customers would pay extra for same-day delivery.^[14]
Epsilon customers now anticipate tailored offers in 52% of cases, up from 49% in 2019.^[14]
For 47% of consumers, price is one of the top 3 criteria for selecting a product, and for 18% of them, it is the deciding factor.^[14]
For 68% of support agents, quality and speed are equally critical.^[14]
30% of consumers abandon shopping carts and exit websites because they can’t locate what they’re searching for.^[14]
For about 80% of American customers, timeliness, convenience, knowledgeable assistance, and kind service are the most essential components of a positive customer experience.^[14]
75% of service workers are satisfied with their present position.^[14]
61% of businesses don’t provide referral bonuses to consumers.^[14]
For 55.3% of consumers, being served by agents with excellent knowledge or competence is important.^[14]
An increase from 9% to 16% of respondents saying they report directly to the CRO highlights the importance businesses place on CS teams.^[15]
44% of respondents said that their customer service staff works with marketing more than 50% of the time, and 47% stated that they interact with sales more than 50% of the time.^[15]
A bonus system was part of the pay for 68% of the customer success experts polled in addition to their primary income.^[15]
Scaling has reportedly been the top problem for CS teams, with 77% of respondents admitting that it was a significant to moderate challenge.^[15]
76% of customer success teams had more than ten individuals, an increase of 27% from 2020.^[15]
There was a 32% rise in respondents who said that upsells and account expansions were important factors in their incentive pay.^[15]
Further confirming the rising influence of CS on revenue, 16% of respondents said they reported directly to the chief revenue officer, up from 9% last year.^[15]
With 78% of respondents saying that their teams were held accountable for achieving these objectives, CS teams are also held more responsible for meeting revenue targets.^[15]
In 2020, 58% of respondents said they made more than $175,000.^[15]
An astounding 91% of respondents said their teams had risen in size over the previous year, with more than 12% saying they had increased by more than 50%.^[15]
More than 50% of respondents said their business had had a CS function for more than three years, indicating that many new teams were established during the epidemic last year and that those teams are now developing.^[15]
91% of the CS professionals polled stated their team had expanded in size over the previous 12 months, and 76% indicated they had a team of more than ten employees.^[15]
According to the Harris Group, 78% of Millennials prefer spending money on experiences and events over other purchases.^[16]
Following a negative customer experience, 89% of customers started doing business with a rival.^[16]
When concerns with marketing misalignment are resolved, Aberdeen sees 41% greater progress toward quota objectives.^[16]
Bizzabo claims that virtual gatherings are at least moderately successful, with 58% of guests staying for the full event.^[16]
59% of business-to-business marketers think email is their most successful medium for generating income, according to an Experian study.^[16]
Nearly 10% of buyers, according to research by PowerReviews, examine internet reviews at least sometimes before making a purchase.^[16]
77% of customers use their mobile phones to research things when they are in a store.^[16]
According to a McKinsey study, businesses that prioritize keeping their current clientele as much as gaining new ones see a 20% median net retention rate.^[16]
According to a PROLIFIQ study, 47% of sales enablement teams fail to calculate the return on investment for their work.^[16]
83% of workers, according to the study used to create this infographic, sometimes worked remotely.^[16]
The InsideSales team claims they have dealt with businesses where sales representatives spend up to 40% of their time determining who to contact next.^[16]
More than 50% of your prospects, according to Sales Insights Lab, are not a suitable match for your solution.^[16]
Businesses spend an average of 26% of their marketing budgets on content, with the most successful organizations spending more than 40%.^[16]
95% of consumers in the same study believe internet reviews are crucial for making decisions.^[16]
And almost 30% of employees indicated they would hunt for employment if their company required them to return to working full time in an office.^[16]
According to Big Eye Agency, 70% of consumers become repeat customers, and 85% are more likely to purchase from a company after participating in an experience or event.^[16]
According to HubSpot, 95% of customers make purchases from sellers that provide them with content throughout the purchasing process.^[16]

How Useful is Customer Success

At its core, customer success is about creating a positive and meaningful experience for customers throughout their journey with a company. This involves providing dedicated support, timely assistance, regular check-ins, and personalized recommendations to help customers achieve their desired outcomes. By proactively engaging with customers and addressing their needs and concerns, companies aim to foster long-term relationships built on trust and loyalty.

One of the key benefits of investing in customer success is the impact it has on customer retention. Studies have shown that acquiring a new customer can be up to five times more expensive than retaining an existing one. By focusing on ensuring the success and satisfaction of current customers, businesses can significantly reduce churn rates and increase customer lifetime value. Happy customers are more likely to renew their subscriptions, make repeat purchases, and refer others to the company, ultimately driving revenue growth and profitability.

Moreover, customer success plays a crucial role in fostering brand advocacy and positive word-of-mouth marketing. Satisfied customers are not only more likely to continue doing business with a company but also to spread the word about their positive experiences to friends, family, and colleagues. This kind of organic, authentic endorsement can be incredibly valuable in building brand reputation and attracting new customers through referrals and recommendations.

Another significant advantage of customer success is that it helps businesses better understand their customers’ needs, preferences, and pain points. By actively engaging with customers and collecting feedback, companies can gain valuable insights into how to improve their products, services, and overall customer experience. This allows businesses to continuously iterate and innovate, staying ahead of the competition and meeting the evolving needs of their customers in a fast-paced, dynamic marketplace.

In addition to driving revenue and growth, prioritizing customer success can also have a positive impact on employee morale and job satisfaction. When employees are empowered to go above and beyond in serving customers and helping them succeed, it creates a sense of purpose and fulfillment in their work. Happy employees are more engaged, productive, and committed to delivering exceptional service, which fuels a positive feedback loop of customer satisfaction and business success.

Overall, customer success is a valuable and indispensable strategy for businesses looking to thrive in a competitive and customer-centric landscape. By focusing on building strong, long-lasting relationships with customers, companies can drive retention, loyalty, advocacy, and growth. Investing in customer success is not just a nice-to-have; it is a strategic imperative for any business that values its customers and aims to achieve sustainable success in the long run.

Reference

hubspot – https://blog.hubspot.com/service/customer-success-metrics
customersuccessbox – https://customersuccessbox.com/blog/customer-success-statistics/
emplifi – https://emplifi.io/resources/blog/customer-experience-statistics
webinarcare – https://webinarcare.com/best-customer-success-software/customer-success-statistics/
bls – https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm
comparably – https://www.comparably.com/companies/bureau-of-labor-statistics/salaries/customer-success-manager
custify – https://www.custify.com/blog/customer-success-statistics/
forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/
higherlogic – https://www.higherlogic.com/blog/talkin-saas-stats-customer-success-is-having-a-moment/
precisionmarketinggroup – https://www.precisionmarketinggroup.com/blog/6-surprising-customer-success-statistics
smartkarrot – https://www.smartkarrot.com/resources/blog/20-customer-success-statistics-in-2020/
superoffice – https://www.superoffice.com/blog/customer-experience-statistics/
tidio – https://www.tidio.com/blog/customer-service-statistics/
totango – https://www.totango.com/customer-success/customer-success-industry-trends-reports
trustenablement – https://www.trustenablement.com/the-business-statistics-you-need-right-now/

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