What is a key driver that is creating the need for customer success?

The subscription economy is a key driver creating the need for customer success because it fundamentally changes how businesses engage with their customers. In a subscription-based model, ongoing customer relationships become crucial for generating revenue, as firms rely on repeat business and customer retention rather than one-off sales. This environment incentivizes companies to ensure customers achieve their desired outcomes and derive real value from their subscriptions.

As customers continually assess the value they receive, a successful customer success strategy ensures a higher likelihood of renewal and reduces churn rates. This approach fosters loyalty, encourages upselling, and ultimately drives long-term business growth. The shift towards subscription models across various industries highlights the importance of monitoring customer experiences, offering proactive support, and continually enhancing product value to maintain competitive advantage.