2013 Customer Success Roadmap 
ECXO
MARCH 6, 2025
Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. This group regularly reviews progress on the CX roadmap, monitors key metrics, and helps resolve any interdepartmental issues.
Gainsight
OCTOBER 7, 2019
Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success. How do we know?
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Gainsight
FEBRUARY 16, 2021
I joined our two founders ( Jim Eberlin and Sreedhar Peddineni ) very early (around $100K ARR) before officially launching Gainsight in 2013. To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short.
Amity
OCTOBER 31, 2016
Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.
Seaton CX
JANUARY 4, 2024
Developers must deliver on the product roadmap for the company to stay competitive. Professional services must complete projects to onboard customers and recognize revenue. ” The role of support, the authors conclude, isn’t to increase customer loyalty, but rather to mitigate disloyalty.
SurveySensum
JULY 14, 2020
Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].
Gainsight
OCTOBER 22, 2020
A noticeable trend reveals that product, like customer success, relies on every part of the organization to deliver outcomes. By the end of 2013, he was exhausted and depressed. . Christopher ultimately believes that you are always trying to improve the product for customers because it represents you. Small teams win.
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