Scaling Customer Success: Building the Customer Success Center of Excellence

© The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature 2023

C. Madhwacharyula, S. RamdasScaling Customer Successhttps://doi.org/10.1007/978-1-4842-9192-4_10

10. Where Are We Headed?

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

Customer Success has come a long way since it evolved into a full fledged function. From reactive to proactive, from tactical to strategic, from high touch to digital touch, it’s been an interesting but not surprising evolution. We have come a long way, but in some ways we are just getting started.

They say that the best way of predicting the future is to build it, and that’s exactly what we hope we’ve done in the previous chapters. We believe firmly that an increased focus ...