Market Description
The core tenets for customer success solutions remain focused on automating postsale processes leading up to managing renewal—and, in some cases, expansion—revenue opportunities. Customer success software differs from customer relationship management (CRM) software, in that it is less designed around the “lead-to-opportunity-close” process and instead homes in on more structured engagement cycles. Customer success software, in the “best case” deployment models, draws upon CRM, enterprise resource planning (ERP), and other systems to create a richer mosaic of data for customer success managers (CSMs) and other stakeholders in the renewal/expansion cycle to leverage for better prioritizing with whom they engage and when.
In 2025 Constellation Research expects to see further integration of artificial intelligence (AI) tools and features into customer success solutions. These features will drive a more proactive engagement model for customer success teams. Through enhanced integration and more seamless analysis of disparate data inputs using AI, teams will be able to better predict potential churn scenarios and react before issues become critical. Product usage and other related data will power insightful cross-sell and upsell recommendations. And generative AI (GenAI) will power outbound content and other interactions aimed at building on existing relationships to power more profitable growth and stronger retention.
