Customer Success in Numbers

November 8, 2016 Mathilde Augustin

Customer Success in NumbersThere is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map.  We love statistics, numbers, all the fun stuff... So we looked everywhere and aggregated the most striking Customer Success numbers to help you understand what's really happening.


About the profession:

62% of Customer Success professionals report having less than 3 years of experience in Customer Success, and 9% reported having worked in the field for 10 years or more. (source)

50% of Customer Success teams are stand-alone organizations reporting directly to the CEO, whereas 20% are still considered part of Sales. (source)

The most popular compensation plan is base salary + bonus, and only 13% of CSMs get paid some sort of commission. (source)

The average cost of a CSM ranges between 75K and 100K annually. Directors of Customer Success make on average 125K to 150K per year, and finally, a CCOs and VP salary averages between 150K and 175K.  (source)

In 2016, 60% of Customer Success Organizations have been around for 2 years, or less. (source)

90% of teams have an account segmentation strategy and 67% segment their user base by account size. (source)


About the customer:

Only 4% of dissatisfied customers will raise their voice about an issue. (source)

As early as 2009, the number one request from customers was “better human service”, which they placed above the integration of different channels and enriched content. (source)

A bad customer service experience will have a reach twice as large as a good experience, and it will take 12 positive experiences to make up for a single bad one. (source)


About the industry:

Only 23% of B2B marketers claim that their organizational structure is customer-centric, as opposed to channel or product-centric. (source)

As early as 1990, a study from the Harvard Business Review showed that increasing customer retention rates by 5% leads to profits increasing by 25% to 95%. (source)

The probability of converting an existing customer is 60% to 70%, whereas the probability of converting a new prospect is 5% to 20%. (source)

Those companies who prioritize customer experience generate 60% higher profits. (source)

A 5% increase in customer retention can increase profits by 25% to 125%(source)

There are 21.8 million pages featuring Customer Success indexed on Google.
 

Customer Success in Numbers
 
 
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About the Author

Mathilde Augustin

Mathilde is a Digital Marketing Analyst at Amity. After moving from France to complete a degree in Political Science from McGill University, she decided to settle in Toronto in order to pursue her passion for Marketing and Tech.

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