Marybeth D'Souza

Customer success is facing an identity crisis right now. How do we just fundamentally turn customer success on its head?

Customer success is facing an identity crisis right now. How do we just fundamentally turn customer success on its head?

Customer success is facing an identity crisis right now. How do we just fundamentally turn customer success on its head?

We've interviewed over 35 leading companies around where are they placing their bets? Where are they investing? And there's five themes that have emerged.

We've interviewed over 35 leading companies around where are they placing their bets? Where are they investing? And there's five themes that have emerged.

We've interviewed over 35 leading companies around where are they placing their bets? Where are they investing? And there's five themes that have emerged.

Customer expectations are turning into B2C expectations. I made a purchase. I don't have time to wait. I want to start getting value immediately. If you deploy the right technical expertise, there's a 10 to 20% uplift in expansion. Let me help deliver on the promise you made so that you can go make more promises.

Customer expectations are turning into B2C expectations. I made a purchase. I don't have time to wait. I want to start getting value immediately. If you deploy the right technical expertise, there's a 10 to 20% uplift in expansion. Let me help deliver on the promise you made so that you can go make more promises.

Customer expectations are turning into B2C expectations. I made a purchase. I don't have time to wait. I want to start getting value immediately. If you deploy the right technical expertise, there's a 10 to 20% uplift in expansion. Let me help deliver on the promise you made so that you can go make more promises.

Yeah, well, thanks for having me. And it was really great meeting you and just the energy at the Women in Customer Success Summit in the fall was wonderful. I've been in the customer success space for over a decade.

Yeah, well, thanks for having me. And it was really great meeting you and just the energy at the Women in Customer Success Summit in the fall was wonderful. I've been in the customer success space for over a decade.

Yeah, well, thanks for having me. And it was really great meeting you and just the energy at the Women in Customer Success Summit in the fall was wonderful. I've been in the customer success space for over a decade.

And when we talk about customer success, we're really talking about in a B2B context, primarily in tech or software, how are you driving value through adoption in order to retain and grow your customers? And, you know, what I've seen is some trends, both through kind of lived experiences or working with clients, but also backed by data is that customer success now is really at an inflection point.

And when we talk about customer success, we're really talking about in a B2B context, primarily in tech or software, how are you driving value through adoption in order to retain and grow your customers? And, you know, what I've seen is some trends, both through kind of lived experiences or working with clients, but also backed by data is that customer success now is really at an inflection point.

And when we talk about customer success, we're really talking about in a B2B context, primarily in tech or software, how are you driving value through adoption in order to retain and grow your customers? And, you know, what I've seen is some trends, both through kind of lived experiences or working with clients, but also backed by data is that customer success now is really at an inflection point.

This is no longer, you know, optional. It's no longer kind of a bet. Let's see how it plays out. Like it is a critical opportunity. part of driving that ongoing value, helping your customers to, you know, really in their business to grow themselves. And then as yourself as a company, how are you actually managing your existing customer base?

This is no longer, you know, optional. It's no longer kind of a bet. Let's see how it plays out. Like it is a critical opportunity. part of driving that ongoing value, helping your customers to, you know, really in their business to grow themselves. And then as yourself as a company, how are you actually managing your existing customer base?

This is no longer, you know, optional. It's no longer kind of a bet. Let's see how it plays out. Like it is a critical opportunity. part of driving that ongoing value, helping your customers to, you know, really in their business to grow themselves. And then as yourself as a company, how are you actually managing your existing customer base?

We at Deloitte, we do, as I mentioned, kind of through data, we tend to do a number of studies and research that look at the state of customer success. And we're just coming out of with our most recent one where we've interviewed a over 35 leading companies, like leaders from these leading companies around where are they placing their bets? Where are they investing?

We at Deloitte, we do, as I mentioned, kind of through data, we tend to do a number of studies and research that look at the state of customer success. And we're just coming out of with our most recent one where we've interviewed a over 35 leading companies, like leaders from these leading companies around where are they placing their bets? Where are they investing?