Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like?
To help answer this question we will turn to Google Trends data to visualize how often “Customer Success” has been searched across the internet. This search data dates back to 2004, which is before many of us had probably even heard of the term ourselves, nevertheless working in the field. Now let’s dig into fifteen years worth of industry search data.
Interest Over Time
So, let’s take a look at interest in “Customer Success” as a search term on Google over time.
(Numbers represent search interest relative to the highest point on the chart for the given region and time. A value of 100 is the peak popularity for the term. A value of 50 means that the term is half as popular. A score of 0 means there was not enough data for this term.)
As you can see popularity around Customer Success started to grow more steadily in 2014, and since has really taken off, and continues to go up to this day.
An interesting thing to note is that the highest peak on the chart is from February 2020, which is right before things shut down in the United States due to the spreading coronavirus. What that seems to indicate is that around the globe businesses were starting to prepare for a time of economic instability. And it seems that the thought of doubling down on your customers and their success to help retain them through a possible economic downturn, was at the forefront of a lot of people’s minds.
Interest by Region
Now let’s take a look at where in the world people are researching about Customer Success the most.
The countries with the highest search interest in Customer Success relative to total searches in the country are:
- United States
Taking a targeted look at the United States, here’s the top five states that Customer Success has been the most popular search term relative to total searches in those states.
- New York
As Customer Success is a growing department within SaaS organizations, this state list makes sense as those are also states in which there’s a density of software companies founded.
Related Search Queries
You might be wondering what other related queries people are searching for around Customer Success. Here’s the top ten related topics people also searched for in the industry.
- customer success manager
- customer success manager salary
- what is customer success
- customer success jobs
- customer success management
- customer success manager jobs
- customer success stories
- customer success specialist
- customer success software
- director of customer success
It’s clear from this list to see that there’s a focused interest in the Customer Success job market and careers, which is great to see. There’s a lot of opportunity in this emerging role as pointed out in the beginning of this article, since many organizations have come to realize that retaining your customers is now a top objective for sustaining a subscription business.
Check out this article if you would like to learn more about the current job outlook for Customer Success professionals according to LinkedIn.
And if you are looking for more content to continue your research on the topic of Customer Success our Resource Center is the place to go for webinars, cheat sheets, eBooks, guides, and more.
And if you find yourself looking for a new career in Customer Success, be sure to check out the opportunities we have open at ChurnZero to continue to learn and grow your knowledge on the topic as you also grow your career.
Customer Success Around the Web
- 5 Customer Success Trends in a Post-Pandemic World– Learn five key trends we are experiencing in Customer Success as a result of heightened focus on maintaining and expanding customer relationships.
- Building Trust with New Clients– Discover how you can get things started on the right foot during your customer onboarding process.
- 3 Ways to Address Customer Churn– Find out how to keep your customers happy and retain them.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero