Customer Success (CS) technology has emerged as a defined market and technology category in the past decade. Every B2B company seeking to operationalize an approach to Customer Success has asked or is asking the question of whether they need to invest in CS technology. Yet, Customer Success technology has not reached the ‘must-have’ status like CRM, ERP, HRIS, Marketing Automation and other enterprise tech solutions. What’s holding CS technology back from becoming that must-have category?

In this episode, host Ross Fulton chats with Jean Nairon, Vice President, Customer Operations at PTC, for his insights on the state of the CS technology market today and how B2B enterprises can maximize their investments in CS technology.