Discover the key highlight and takeaways from UserIQ's State of Customer Success and Trends for 2017 Report. Download the full report at http://useriq.com/report to learn more.

1. Securing the Future
of Customer Success

2. How customer success
teams can capitalize on the
customer journey to scale
quickly and ensure a
lasting seat in the C-suite

3. #CustomerGrowth
Overview on survey collection

4. Key data points :

5. #CustomerGrowth

6. #CustomerGrowth

7. #CustomerGrowth

8. #CustomerGrowth

9. #CustomerGrowth
5 Trends That Will Shape
the Customer Success
Landscape in 2017

10. #CustomerGrowth
Trend 1:
Cross-department
alignment

11. #CustomerGrowth
Product Adoption Requires
Better Alignment
● Four out of five respondents agreed that “increasing product
adoption” and “improving onboarding” are top priorities.
● Yet only 21% say that their marketing, sales, and customer
success teams are currently ideally aligned.
For the customer journey to be compelling and seamless,
proper alignment must be initiated.

12. #CustomerGrowth
Trend 2:
Better insights
into customer health
to be proactive

13. #CustomerGrowth
Customer Retention Requires
Greater Visibility
● Customer Success teams’ second highest priority is
reducing customer churn.
● Nearly 40% say that gaining visibility into customer health
metrics and user behaviors is their number one challenge.
Without visibility into key metrics, churn reduction methods
are a guessing game.

14. #CustomerGrowth
Trend 3:
Advocacy isn’t
a priority due
to a mostly
reactive focus

15. #CustomerGrowth
Account Expansion Requires
Smoother Scalability
● One in three respondents said upselling was an average-to-
low priority for their department.
● Respondents say that scaling is their second biggest
challenge.
If teams are unable to scale, they’re unable to reach further
into the customer journey, leaving them unable to discover
new opportunities for revenue growth.

16. #CustomerGrowth
Trend 4:
Customer Success teams need a
more efficient tech stack

17. #CustomerGrowth
Client Advocacy Requires
More Proactivity
● Only 13% of respondents said customer advocacy was a
top priority, and 30% said it was an average-to-low priority.
● With an inability to identify promoters and a challenge to
develop more proactive processes, customer success teams
are unable to create and manage client advocacy programs.
This means the ability to drive new leads into the pipeline
through advocacy is left unmanned.

18. #CustomerGrowth
Trend 5:
Data for the entire
customer journey

19. #CustomerGrowth
More Efficient Technology is
Vital to the Future of CS
● More than 50% of Customer Success teams are using
multiple technologies on a daily and weekly basis despite
already feeling overburdened by their workloads.
● And even with these tools, customer journey shortcomings
and a lack of actionable user intelligence persists.
Without a more efficient and tailored tech stack, customer
success teams are bound to reactive approaches, siloed data,
and revenue opportunities left on the table.

20. #CustomerGrowth
How can Customer Success Teams
Prepare for These Challenges?
Download the full report:
useriq.com/report

21. #CustomerGrowth
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22. Customer Success is just the beginning.
We are the
Customer Growth Platform™
Growth beyond the funnel™
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@UserIQ