{"id":2563,"date":"2023-03-02T10:00:00","date_gmt":"2023-03-02T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/customer-success-2021-learnings-2022-trends\/"},"modified":"2026-08-06T10:22:47","modified_gmt":"2026-08-06T10:22:47","slug":"customer-success-2021-learnings-2022-trends","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/","title":{"rendered":"Customer Success: Learnings from 2021 and What Lies Ahead in 2022"},"content":{"rendered":"<div class=\"col-lg-8 ps-lg-4\" id=\"blogcatcontent\">\n<p><em>\u201cCustomer success is about more than delivering service or support\u2019.\u2019<\/em> \u2013 Lincoln Murphy, Sixteen Ventures<\/p>\n<p>Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength.<\/p>\n<p>The webinar on \u2018Customer Success: Learnings from 2021 and What Lies Ahead in 2022\u2019 brought together an elite panel to shed light on customer success. With 500+ attendees, the webinar highlighted some key strategies, situations, and best practices for the customer success industry.<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:16px\"><\/div>\n<h2 class=\"wp-block-heading\" id=\"h-about-the-panel\">About the Panel<\/h2>\n<ul class=\"wp-block-list\">\n<li>Prithwi Dasgupta: Founder and CEO, SmartKarrot (Host)<\/li>\n<li>Irit Eizips: CEO, CSM Practice<\/li>\n<li>Peter Armaly: Senior Director of Customer Success Strategy and Enablement, Oracle<\/li>\n<li>Rick Adams: Founder and CEO, PracticalCSM<\/li>\n<li>Sue Nabeth Moore: Co-founder, Success Chain<\/li>\n<\/ul>\n<p>Here is the full webinar recording followed by a selection of key takeaways from the webinar.<\/p>\n<p>Every speaker contributed valuable insights on Customer Success: Learnings from 2021 and what\u2019s in store for 2022. Here are the top 10 key takeaways from the session.<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:20px\"><\/div>\n<h2 class=\"wp-block-heading\" id=\"h-takeaway-1-empowering-the-cs-function\">Takeaway 1: Empowering the CS Function<\/h2>\n<p>The <a href=\"\/resources\/blog\/customer-success-function-demands-domain-knowledge-over-technical-or-selling-skills\/\">customer success function<\/a> is relatively new in terms of its definition. Prithwi Dasgupta says, \u201cThe empowerment of the CS function itself, but also the investment and the expectations are going up across all processes.\u201d<\/p>\n<p>To this, Peter Armaly said, \u201cThey\u2019re putting in place the right sort of mechanisms and actually treating it more as a business function, and what that requires is measurement. Measurement of progress and measurement against revenue expectations, which ups the bar for Customer Success.<\/p>\n<p>[And essentially,] that\u2019s executives telling customer success, \u2018We\u2019re going to invest in you, but we\u2019re expecting results that you can prove empirically.\u2019 There\u2019s been investment in the last year towards putting in place the right sort of practice around processes and measurement of not just executing deliverables but actually how the performance of the CSM ties into the whole talent management system.\u201d<\/p>\n<p>Irit Eizips adds \u201cIn the first decade of the customer success movement, we were just trying to figure out what\u2019s the strategy \u2013 the <a href=\"\/resources\/blog\/pareto-principle-80-20-rule-customer-success\/#:~:text=in%20this%20post.-,Customer%20Success%20Pareto%20Principle,80%20percent%20of%20the%20sales.\">pareto exercise<\/a> where you know you take the 20% of the customers that serve you 80% of your total revenues for the year.\u201d Now, after Corona, when everything went digital, we\u2019re seeing a trend where companies are seeking to serve everyone, including the long tail of customers.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-takeaway-2-ai-in-customer-success\">Takeaway 2: AI in Customer Success<\/h2>\n<p>\u201cWe have a lot of AI enablement. New software companies in the AI space and that category are starting to emerge. You had to have a prediction analysis like this \u2013 this vision on your team to analyze your data and give you an algorithm that was hopefully correct for at least six months or a year out. If I\u2019m not mistaken, SmartKarrot is going in the same direction to enable AI in customer success. My prediction is that we\u2019re going to see it much more evolved in the next five years, not just 2022,\u201d says Eizips.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-takeaway-3-customer-success-adoption-across-the-company\">Takeaway 3: Customer Success Adoption across the Company<\/h2>\n<p>\u201cThis is a cross-functional initiative to adopt customer success for our entire company. Through collaboration with the marketing team, we\u2019re seeing more and more companies collaborate between customer success and marketing a lot better.<\/p>\n<p>For advocacy, you can start managing it in a database, counting how many advocacy qualified leads they submitted of those, how many were qualified, and how many you know.<\/p>\n<p>Between customer success and sales, I think the lines are becoming clearer around who owns the commercial responsibility. And even if it is sales, then there\u2019s a better correlation around SQL, customer success qualified leads where customer success feeds leads and opportunities to the sales team around opportunities for upselling and cross-selling,\u201d Eizips adds.<\/p>\n<div class=\"lazyblock-subscription-17vDv4 wp-block-lazyblock-subscription\">\n<section class=\"bg-light-2 newsletter-sec block_newsletter_sec d-flex mt-5 mb-5\">\n<!--begin container --><\/p>\n<div class=\"container-fluid\">\n<!--begin row --><\/p>\n<div class=\"row\">\n<!--begin col-md-6--><br \/>\n<!--begin col-md-6--><\/p>\n<div class=\"col-md-4 p-0 col-lg-4 text-center\">\n<div class=\"img_box\">\n<picture><source data-srcset=\"\/wp-content\/uploads\/2021\/01\/newsletter-img1-1.png.webp\" type=\"image\/webp\"\/><img class=\"img-fluid perfmatters-lazy\" data-eio=\"p\" data-src=\"http:\/\/www.smartkarrot.com\/wp-content\/uploads\/2021\/01\/newsletter-img1-1.png\" decoding=\"async\" src=\"data:image\/svg+xml,%3Csvg%20xmlns='https:\/\/www.w3.org\/2000\/svg'%20width='0'%20height='0'%20viewBox='0%200%200%200'%3E%3C\/svg%3E\"\/><noscript><img class=\"img-fluid\" data-eio=\"p\" decoding=\"async\" src=\"http:\/\/www.smartkarrot.com\/wp-content\/uploads\/2021\/01\/newsletter-img1-1.png\"\/><\/noscript><\/picture>\n<\/div>\n<\/div>\n<div class=\"col-md-8 col-lg-8 text-left align-self-center p-0\">\n<div class=\"blog-banner-content text-center\">\n<h3>Like what you are reading?<br \/>\nSign up for our newsletter                                 <\/h3>\n<p><!--end newsletter_form_box --><\/p>\n<div class=\"single_line_newsletter_box\">\n<div class=\"wpcf7 no-js\" data-wpcf7-id=\"5771\" dir=\"ltr\" id=\"wpcf7-f5771-o1\" lang=\"en-US\">\n<div class=\"screen-reader-response\">\n<p aria-atomic=\"true\" aria-live=\"polite\" role=\"status\">\n<ul><\/ul>\n<\/p>\n<\/div>\n<form action=\"\/resources\/blog\/customer-success-2021-learnings-2022-trends\/#wpcf7-f5771-o1\" aria-label=\"Contact form\" class=\"wpcf7-form init mailchimp-ext-0.5.72\" data-status=\"init\" method=\"post\" novalidate=\"novalidate\">\n<div style=\"display: none;\">\n<input name=\"_wpcf7\" type=\"hidden\" value=\"5771\"\/><br \/>\n<input name=\"_wpcf7_version\" type=\"hidden\" value=\"6.0.5\"\/><br \/>\n<input name=\"_wpcf7_locale\" type=\"hidden\" value=\"en_US\"\/><br \/>\n<input name=\"_wpcf7_unit_tag\" type=\"hidden\" value=\"wpcf7-f5771-o1\"\/><br \/>\n<input name=\"_wpcf7_container_post\" type=\"hidden\" value=\"0\"\/><br \/>\n<input name=\"_wpcf7_posted_data_hash\" type=\"hidden\" value=\"\"\/><br \/>\n<input name=\"_wpcf7_recaptcha_response\" type=\"hidden\" value=\"\"\/>\n<\/div>\n<p><span class=\"use-floating-validation-tip\"><span class=\"wpcf7-form-control-wrap\" data-name=\"Email\"><input aria-invalid=\"false\" aria-required=\"true\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" id=\"mailster-email-1\" maxlength=\"400\" name=\"Email\" placeholder=\"Enter your email\" size=\"40\" type=\"email\" value=\"\"\/><\/span><\/span><input class=\"wpcf7-form-control wpcf7-submit has-spinner submit-button button btn btn_button border-0 h_3 p-3 px-5\" id=\"submitFormButton\" type=\"submit\" value=\"Subscribe\"\/>\n<\/p>\n<div style=\"display:none;\">\n<p><input class=\"none\" name=\"Ad Campaign\" type=\"text\" value=\"\"\/><input class=\"none\" name=\"Ad Source\" type=\"text\" value=\"\"\/><input class=\"none\" name=\"Ad Medium\" type=\"text\" value=\"\"\/><input class=\"none\" name=\"Ad Keyword\" type=\"text\" value=\"NL Subscription,Blog,\"\/><input class=\"none\" name=\"utm_content\" type=\"text\" value=\"\"\/><input class=\"none\" name=\"Ad Referrer URL\" type=\"text\" value=\"\"\/><input class=\"none\" id=\"cf_form_submission_url\" name=\"handl_url\" type=\"text\" value=\"\/resources\/blog\/customer-success-2021-learnings-2022-trends\/\"\/><input class=\"none\" id=\"gclid\" name=\"gclid\" type=\"text\" value=\"\"\/>\n<\/p>\n<\/div>\n<div aria-hidden=\"true\" class=\"wpcf7-response-output\"><\/div>\n<p style=\"display: none !important\"><span class=\"wpcf7-form-control-wrap referer-page\"><input aria-invalid=\"false\" class=\"wpcf7-form-control wpcf7-text referer-page\" data-value=\"https:\/\/Direct%20Visit\" name=\"referer-page\" type=\"hidden\" value=\"https:\/\/Direct%20Visit\"\/><\/span><\/p>\n<p><!-- Chimpmatic extension by Renzo Johnson -->\n<\/p>\n<\/form>\n<\/div>\n<\/div>\n<\/div>\n<p><!--end newsletter_form_box --><br \/>\n<!--end benefits -->\n<\/p>\n<\/div>\n<p><!--end col-md-6-->\n<\/p>\n<\/div>\n<p><!--end row -->\n<\/p>\n<\/div>\n<p><!--end container -->\n<\/p>\n<\/section>\n<\/div>\n<h2 class=\"wp-block-heading\" id=\"h-takeaway-4-cs-association-with-expansion\">Takeaway 4: CS Association with Expansion<\/h2>\n<p>According to Sue Nabeth Moore, \u201cThere was even a report that was done last year by the <a href=\"https:\/\/www.tsia.com\/customer-success\">TSIA<\/a> which said that in fact companies with customer success has a charter which is now actually linked to expansion. If they were growing at an average of 10% before a customer success charter it was 47% last year so there\u2019s that trend of increase in the association with expansion. As per a report by SAP where they said look, you know, thanks to customer success, the ROI of our investment is 380%.\u201d<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-takeaway-5-resource-and-skill-in-the-customer-success-community\">Takeaway 5: Resource and Skill in the Customer Success Community<\/h2>\n<p>A substantial amount of innovation is happening in the CS space. However, there\u2019s a resource gap, and there\u2019s a skill gap as well in a growing community and industry. Rick Adams says, \u201cTo get the CS act together in the COVID times, you need to be proactive.<\/p>\n<p>COVID had a profound impact on customer success. It brought customer success into the C suite in a massive way, and it landed with a very large bang on the conference table, and it could not be ignored anymore. Despite the growing potential, there are limited resources and experienced personnel. Now the hiring process is limited to hiring people who started off in other careers and switched over to customer success.\u201d<\/p>\n<p>For 2022, Adams predicts that most professionals employed will be in the customer success space from the start. \u201cThey need to have more customer-facing skills like stakeholder management, time management, project management, change management, and team management,\u201d he adds.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-takeaway-6-the-role-of-csm\">Takeaway 6: The Role of CSM<\/h2>\n<p>\u201cYou might want to look at the role of the CSM as one that needs to own certain deliverables, or you might want to look at breaking up that role into multiple skills,\u201d says Dasgupta.<\/p>\n<p>As per Armaly, \u201cThere is a consensus forming that the role of a CSM is very complicated. The larger the portfolio of products and services that they are required to support customers, the better technology needs to be leveraged so that it helps in a productive and scalable way. Accounts will be serviced in a proactive, predictable manner.\u201d<\/p>\n<p>Here is a demonstration made by Irit Eizips while predicting the hiring scenario in the CS field currently and what we can expect in the near future.<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:18px\"><\/div>\n<p>Eizips adds, \u201cIn 2021-2022, companies are not only hiring for a different type of CSM depending on the segmentation and enable and model associated with that segment. But we\u2019re also seeing you know the deviation of specialized roles within the company to allow them to scale.<\/p>\n<p>The most sophisticated teams sort of have a grid for their skill sets, and you don\u2019t need more than one or two people if you\u2019re a medium-sized company. Specialized skills will know how to do <a href=\"\/up-sell-cross-sell\/\">upsell and cross-sell<\/a> or are an expert in creating presentations for the mid-size and startups.\u201d<\/p>\n<h2 class=\"wp-block-heading\">Takeaway 7: Advice for Customer Success Practitioners<\/h2>\n<p>Considering the skill gap and potential of opportunities, Moore recommends them to join as many networking groups in as many communities as possible because there is a wealth of learning. \u201cIf there\u2019s a meetup in the town that you\u2019re at, join in or even join virtual meetups.<\/p>\n<p>To really put yourself in the shoes of your customers, you need to understand your internal other functions with whom you\u2019re going to be working with and collaborating with sales, the product team, the account management team, and support team,\u201d she says.<\/p>\n<h2 class=\"wp-block-heading\">Takeaway 8: Net Revenue Retention- The Golden KPI?<\/h2>\n<p>Adams opines, \u201cNet revenue returns has been an amazing and valuable metric in 2021 and will continue to be so. NRR (Net Revenue Retention) is about how we increase the revenues, on average, with our customers this period, over the last period. Help the customer to attain value from whatever we\u2019ve sold them, which I believe is our primary job, but to help them measure that value\u2026 My prediction for 2022 is that we\u2019re going to go further and look at overall customer lifetime value.\u201d<\/p>\n<p>Eizips adds, \u201cYou can get to time to first value with professional services and implementation teams working on customer success methodology. Internally, teams put a lot of emphasis on tracking time to value.<\/p>\n<p>First and foremost, you need to get better at tracking those milestones within the implementation phase, scoring the value that the customer has gotten at the end, making sure that they address change management, and best practices for product adoption, towards the end of the implementation.\u201d<\/p>\n<h2 class=\"wp-block-heading\">Takeaway 9: Challenges Expected in the CS Space<\/h2>\n<p>Moore says that perhaps companies are not equipped to do that internal transformation, whether they are bigger companies with 40 years of existence or are new. \u201cIt will take several years to do that, but at least you can start putting the foundations in this year to start the ball rolling,\u201d she says.<\/p>\n<p>Armaly feels the biggest challenge of 2022 is going to be friction because customer success is looking to be successful at establishing itself as a serious business function.<\/p>\n<p>\u201cIt is going to raise uncomfortable questions for products, for sales, for services, for marketing on how everyone needs to kind of up their game. They need to work on the way they build their own processes, the way they collaborate,\u201d he adds.<\/p>\n<p>For Eizips, scalability is still a big issue for a lot of different teams. So investment and the right technology stack must be super powerful to actually meet customer data from multiple systems.<\/p>\n<h2 class=\"wp-block-heading\">Takeaway 10: What\u2019s in Store for 2022<\/h2>\n<p>2022 will have larger expectations of the function and the CS Community, and it\u2019s time to actually stand up and deliver results, whether it is head of CS, an executive in the entire hierarchy, or whether it\u2019s a CSM. Dasgupta says, \u201cEveryone is going to be stretched because now that you have arrived at the table.\u201d<\/p>\n<p>Moore adds, \u201cTo really prove this value, you need to have better methods, perhaps in how we\u2019re going to prove this value to the C suite and also internal customers. CS should be approached as a strategic company-wide initiative. Then this will have like a cascade effect on the way that that company is currently organized.\u201d<\/p>\n<p>Adams says, \u201cAccount management and <a href=\"\/customer-success-management\/\">customer success management<\/a> are very closely aligned, and both seek to maximize the value that we can get out of a relationship with the customer.\u201d However, Eizips adds that CS is a function that\u2019s responsible for onboarding, making sure the product has been adopted, low churn issues, and creating expansion opportunities. Both share different roles in the customer journey.\u201d<\/p>\n<div aria-hidden=\"true\" class=\"wp-block-spacer\" style=\"height:21px\"><\/div>\n<h2 class=\"wp-block-heading\">Parting Thoughts<\/h2>\n<p>Customer success as a space is experiencing a boom. One can make the most of it if we are prepared to face the situation proactively, enhance networking, join CS communities, and come up with the right tech stack.<\/p>\n<p>The bottom line of the webinar is the CSMs, C-Suite executives, and other functions need to look at making customer success a core function. The customer must be kept in mind from the people, process, and technology standpoint.<\/p>\n<p>The right customer education with empathetic customer success managers will lead to better product adoption and retention. With these in mind, you will be more than prepared to ace 2022 and beyond with tested customer success best practices.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.<\/p>\n","protected":false},"author":7,"featured_media":875,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"Customer Success: Learnings from 2021 and What Lies Ahead in 2022","_yoast_wpseo_metadesc":"Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.","footnotes":""},"blog-category":[19],"class_list":["post-2563","blog","type-blog","status-publish","format-standard","has-post-thumbnail","hentry","blog-category-customer-success"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Success: Learnings from 2021 and What Lies Ahead in 2022<\/title>\n<meta name=\"description\" content=\"Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Success: Learnings from 2021 and What Lies Ahead in 2022\" \/>\n<meta property=\"og:description\" content=\"Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Success Blogs: Customer Churn Analysis &amp; Customer Churn Prevention\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-06T10:22:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.smartkarrot.com\/resources\/wp-content\/uploads\/sites\/3\/2026\/07\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"667\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/\",\"url\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/\",\"name\":\"Customer Success: Learnings from 2021 and What Lies Ahead in 2022\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/wp-content\\\/uploads\\\/sites\\\/3\\\/2026\\\/07\\\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png\",\"datePublished\":\"2023-03-02T10:00:00+00:00\",\"dateModified\":\"2026-08-06T10:22:47+00:00\",\"description\":\"Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/wp-content\\\/uploads\\\/sites\\\/3\\\/2026\\\/07\\\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png\",\"contentUrl\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/wp-content\\\/uploads\\\/sites\\\/3\\\/2026\\\/07\\\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png\",\"width\":1000,\"height\":667,\"caption\":\"[Webinar Key Takeaways] Customer Success: Learnings from 2021 and What Lies Ahead in 2022\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/customer-success-2021-learnings-2022-trends\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Blog\",\"item\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Customer Success: Learnings from 2021 and What Lies Ahead in 2022\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/#website\",\"url\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/\",\"name\":\"Customer Success Blogs: Customer Churn Analysis &amp; Customer Churn Prevention\",\"description\":\"Customer Success Blogs: content on customer success, product experience, product analytics, product success,etc. to help you understand more about customer churn rate, customer success metrics, user engagement, net promoter score, etc\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.smartkarrot.com\\\/resources\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Success: Learnings from 2021 and What Lies Ahead in 2022","description":"Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/","og_locale":"en_US","og_type":"article","og_title":"Customer Success: Learnings from 2021 and What Lies Ahead in 2022","og_description":"Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.","og_url":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/","og_site_name":"Customer Success Blogs: Customer Churn Analysis &amp; Customer Churn Prevention","article_modified_time":"2026-08-06T10:22:47+00:00","og_image":[{"width":1000,"height":667,"url":"https:\/\/www.smartkarrot.com\/resources\/wp-content\/uploads\/sites\/3\/2026\/07\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/","url":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/","name":"Customer Success: Learnings from 2021 and What Lies Ahead in 2022","isPartOf":{"@id":"https:\/\/www.smartkarrot.com\/resources\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/#primaryimage"},"image":{"@id":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/#primaryimage"},"thumbnailUrl":"https:\/\/www.smartkarrot.com\/resources\/wp-content\/uploads\/sites\/3\/2026\/07\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png","datePublished":"2023-03-02T10:00:00+00:00","dateModified":"2026-08-06T10:22:47+00:00","description":"Key takeaways from and full recording of the immensely popular customer success webinar on learnings from 2021 and predictions for 2022.","breadcrumb":{"@id":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/#primaryimage","url":"https:\/\/www.smartkarrot.com\/resources\/wp-content\/uploads\/sites\/3\/2026\/07\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png","contentUrl":"https:\/\/www.smartkarrot.com\/resources\/wp-content\/uploads\/sites\/3\/2026\/07\/Webinar_KeyTakeaways_CustomerSuccess_2021Learnings_2022Trends.png","width":1000,"height":667,"caption":"[Webinar Key Takeaways] Customer Success: Learnings from 2021 and What Lies Ahead in 2022"},{"@type":"BreadcrumbList","@id":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-2021-learnings-2022-trends\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.smartkarrot.com\/resources\/"},{"@type":"ListItem","position":2,"name":"Blog","item":"https:\/\/www.smartkarrot.com\/resources\/blog\/"},{"@type":"ListItem","position":3,"name":"Customer Success: Learnings from 2021 and What Lies Ahead in 2022"}]},{"@type":"WebSite","@id":"https:\/\/www.smartkarrot.com\/resources\/#website","url":"https:\/\/www.smartkarrot.com\/resources\/","name":"Customer Success Blogs: Customer Churn Analysis &amp; Customer Churn Prevention","description":"Customer Success Blogs: content on customer success, product experience, product analytics, product success,etc. to help you understand more about customer churn rate, customer success metrics, user engagement, net promoter score, etc","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.smartkarrot.com\/resources\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/blog\/2563","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/users\/7"}],"version-history":[{"count":4,"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/blog\/2563\/revisions"}],"predecessor-version":[{"id":3821,"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/blog\/2563\/revisions\/3821"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/media\/875"}],"wp:attachment":[{"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/media?parent=2563"}],"wp:term":[{"taxonomy":"blog-category","embeddable":true,"href":"https:\/\/www.smartkarrot.com\/resources\/wp-json\/wp\/v2\/blog-category?post=2563"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}