Link Co., Ltd., which provides services such as BIZTEL, announced the results of its “Customer Success Awareness Survey” on March 16, 2021. The survey period is from January 19, 2021 to January 26, 2021. Responses were received from 374 IT company managers.
This survey revealed the level of awareness of customer success and the status of efforts.
Reference source:
[Results of customer success awareness survey targeting 374 IT company executives] Approximately 30% of IT company executives answered that customer success is “strategically important”
Less than 30% of managers know about customer success
Customer success
refers to proactive efforts aimed at eliciting a “successful experience (sense of accomplishment)” and “feeling of satisfaction” from customers regarding a company’s products and services.
Specifically, we provide support by solving customer problems related to our products. What distinguishes it from traditional customer support is that the company takes initiative to lead the way to success.
“Customer success” is an initiative or concept that allows companies to first propose plans that customers need, and the key point is to build a relationship of trust with customers and support them until they experience success (a sense of accomplishment).
Source:
[Results of customer success awareness survey of 374 IT company executives] Approximately 30% of IT company executives answered that customer success is “strategically important”
In this survey, we first asked whether business owners had ever heard of “customer success,” and 28.6% of business owners answered “yes.” Although it has received increasing attention in recent years, it was found that awareness of customer success is still low.
70% of managers recognize the importance of customer success in business strategy
Source:
[Results of customer success awareness survey of 374 IT company executives] Approximately 30% of IT company executives answered that customer success is “strategically important”
Next, we asked business owners who know about customer success about the importance of customer success in their business. 72.0% said it was “important as a business strategy,” indicating that more than 70% of managers felt that customer success was important.
Additionally, 14.0% of respondents said they could not make a decision due to lack of information, indicating that even if they were aware of customer success, they lacked enough information to make a decision as a business strategy.
More than 70% of companies are working on it or have an intention to work on it
Although you understand the importance of customer success, what is the status of your efforts?
Source:
[Results of customer success awareness survey of 374 IT company executives] Approximately 30% of IT company executives answered that customer success is “strategically important”
When we asked business owners who knew about customer success about the status of their customer success efforts, 40.2% of companies said they were already working on it.
Including the managers who answered that they would like to work on this in the future, we found that more than 70% of companies are working on it or have the intention of working on it.
The top issue regarding customer success initiatives is lack of know-how
Source:
[Results of customer success awareness survey of 374 IT company executives] Approximately 30% of IT company executives answered that customer success is “strategically important”
Furthermore, when we asked business owners who are currently working on customer success or who would like to work on customer success in the future about issues related to customer success initiatives, the top response was “lack of know-how” at 50.0%.
Customer success requires being close to the customer and proactively making proposals that will benefit the company.
To achieve this, it is important to build relationships of trust by regularly sharing information on know-how and trends with customers, listening to their concerns and problems, and providing detailed support.
In-house efforts are important for accumulating this know-how, and it has become clear that many managers feel that this is an issue.
Next, 28.6% said “There is no department (no person in charge),” and 19.0% said “There is a lack of systems.” Resource issues continued.
This survey revealed that business owners consider customer success to be important in terms of business strategy. Although there are challenges in terms of know-how and resources when working on customer success, it has become clear that awareness of this remains at less than 30%.
If you can overcome challenges in terms of know-how and resources, work on customer success, and create a successful experience for your customers, you will be able to differentiate yourself from your competitors and increase your own competitiveness.
Reference source:
[Results of customer success awareness survey targeting 374 IT company executives] Approximately 30% of IT company executives answered that customer success is “strategically important”