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Customer success – An Indian perspective

Customer success – An Indian perspective

This report outlines the importance of customer success function and its role in driving customer retention and revenue growth in the Indian landscape


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Customer success – An Indian perspective

India being on every SaaS/cloud firm’s strategy for growth, firms are beginning to realise the need of customer success function to drive client loyalty and advocacy, eventually leading to better customer retention and revenue growth. Customer success teams work directly with end users and collaborate with business owners to identify cross-sell opportunities and ensure account growth. A relatively superior customer success function can become a powerful capability in the vendor’s arsenal to provide a significant competitive advantage in the market.

© 2020 KPMG, an Indian Registered Partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.

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