The Importance of Customer Success

A lot of the literature for startups and early stage companies focuses on revenue growth and customer acquisition. But over the last few years, customer success has begun to come into sharper focus, particularly given the movement to SaaS and cloud software, which naturally forces many software companies to think more seriously about customer success.

Nonetheless, churn benchmarks and insights on which metrics matter the most have often been hard to come by. Over the last few months, a few of us in McKinsey’s growth tech practice partnered with some leaders in the startup / venture ecosystem (thanks BCV & Gainsight!) to shed some light on the topic of customer success.

The results of this analysis, published here, were very interesting indeed!

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s