Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future.
Thanks to the unique situation that 2020 presented to us, customer success industry leaders can be ultimately prepared for what 2021 will bring – even if things don’t go quite as planned.
2020, thanks to its massive turbulence, shone a bright light on the importance of customer success; a department that has long been overshadowed by the flashier sales side of SaaS. With the nation’s economy at a temporary standstill, many organizations were unable to rely on new logos and instead turned their attention to keeping existing customers happy and growing.
This new industry focus on customer success will continue into 2021 as executives, boards, and decision makers will look to build on the success of customer accounts. There is no way customer success teams will go back to existing in the shadow of sales – instead, customer success will be paving the way to success in 2021.
As customer success as a focus continues to grow, the role of the CSM and/or account manager will become more important than ever. And, as CSMs start taking on more and more responsibility in their organizations, they will need the right tools, resources, and solutions to be successful.
High-functioning customer success teams will no longer be able to leverage industry-agnostic PM tools or sales-focused CRM platforms. Instead, customer success teams in 2021 will need customer management solutions built specifically for their needs.
Throughout the past year, SaaS companies of all shapes and sizes were forced to ‘pivot’ and change directions to better meet their customer goals. As such, data and metrics became a defining factor in decision making.
With customer success departments on an upward trajectory, the data compiled and shared from customer success teams in 2021 will go on to inform decision making and strategic planning across an entire organization. Every department from marketing to product to finance will need access to – and a detailed understanding of – customer success metrics and data.
After the whirlwind of 2020, it can be downright impossible to try and ‘predict’ what is what 2021 will bring. However, in a unique way, 2020 has actually put customer success teams in a prime position to survive and thrive in 2021 and beyond.
Interested in learning more? Check out these resources:
