Customer Succes

In the B2B SaaS world, the artificial divide between customer support and customer success teams creates significant friction in the customer experience. While support teams focus on resolving immediate issues, and success teams concentrate on long-term value realization, customers see just one company—and they expect a seamless experience regardless of which team they're interacting with.

In January 2024, Microsoft experienced a significant Azure Active Directory (Azure AD) outage that sent ripples through the global business ecosystem. For B2B SaaS companies, there was a clear lesson from this incident: Crisis management is not just about technical resolution, but about maintaining trust, providing clarity, and showing unwavering commitment to customer success.

The end of the year presents a crucial opportunity for B2B SaaS companies to strengthen customer relationships, showcase delivered value, and set the stage for successful renewals.

As we approach 2025, the landscape of customer success in B2B SaaS continues to evolve rapidly. In this blog post, we'll explore how to set effective goals for your customer success team and ensure their achievement, while also examining the changing face of customer success over the years.

In today's B2B SaaS landscape, customer expectations continue to rise while tolerance for disjointed experiences plummets. Organizations are increasingly recognizing that siloed approaches to customer support and success create friction that damages relationships and ultimately impacts bottom-line results. This realization is driving the adoption of unified customer experience platforms—comprehensive solutions that bring together customer data, workflows, and teams into a single cohesive system.

Learn how to accurately measure value of efforts put in by your customer facing teams