Customer success (CS) teams have traditionally operated with a variety of fragmented tools, each designed for specific tasks but lacking integration. This approach is compared to building a house with scattered tools that do not work together effectively. As a result, CS teams face challenges in managing customer onboarding, monitoring health, forecasting renewals, and promoting growth efficiently.
The Forrester Wave Customer Success Platforms Q4 2025 evaluates available solutions that aim to unify these functions under strategic systems. Moving towards integrated platforms allows organizations to streamline CS workflows, improve data visibility, and enhance predictive capabilities. However, there remain risks related to the adoption of new systems, including integration complexity and potential disruptions to existing processes.
Adopting strategic customer success platforms can drive better customer insight and proactive management, potentially increasing retention and revenue growth. Companies must carefully assess their needs and the maturity of platforms to ensure successful implementation and maximize benefits. This transition marks a significant step in digital transformation within customer success operations.
👉 Pročitaj original: Forrester
