The 2024 Customer Success Index shows that CS has matured into a strategic growth engine, expanding beyond B2B tech into industries like healthcare, finance, and retail. With 95% of B2B firms and 62% of other industries now running CS functions, investment is shifting from headcount to digital tools and AI to scale efficiently. Customer outcomes rank as the top priority, while Gross Revenue Retention is surpassing Net Revenue Retention as a key metric. Nearly half of companies already use AI in CS workflows, though integration challenges remain. Digital CS, communities, and self-service portals are driving efficiency, retention, and revenue growth.

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