Exiting announcement from the Institute of Marketing and Customer Insight at Hochschule St Gallen.

In the March/2024 issue of the Marketing Review St Gallen  which focuses on Customer Success and its impact in B2B, I could share my views focusing specifically on the people side of Customer Success.

My article explores the pivotal role of Customer Success (CS) in organizations from the perspective of a practitioner, emphasizing its importance in economic turbulence for business growth. It delves into CS activities and their significant impact on revenue. The paper discusses the evolution of CS in the SaaS industry, key success factors, and the transformative role of AI. While CS touches several aspects such as people, tools, organizational setup and legacy change, the author focuses due to its practical relevancy on the people aspect of CS, discussing key skills for CS managers, and predicts AI’s future disruptive influence in democratizing personalized customer experiences.

If you are interested in obtaining my full article please direct message me via Linkedin and I am happy to share a complementary digital version of my full article.