Executive Summary
Is Customer Success Broken?
In mid-2023 a trio of partners at the famed venture capital firm Andreessen Horowitz published a blog titled “Customer Success Is Broken. Here’s How to Fix It." They noted that customer success failures occurred most often when problems originating outside of the team directly associated with the project took center stage and priority. Success teams were often focused on managing relationship problems, ironing out when and where needs, intentions, or goals had been miscommunicated or where promises had been broken