Customer success strategies linked to post-earnings gains

Core Insights - Customer success has emerged as a vital strategy for sustaining growth and maintaining investor confidence in a volatile economy [3] - Mentions of Net Revenue Retention (NRR) and customer success in earnings calls increased by 38% and 11% respectively in 2023, with a continuing upward trend expected in 2024 [3] Industry Trends - Traditionally associated with software-as-a-service (SaaS) companies, customer success is now being recognized by non-SaaS organizations, with 18% of customer success mentions and 15% of NRR mentions coming from these firms [4] - The CEO of 10x Genomics highlighted the company's strong focus on customer success during multiple earnings calls, indicating a broader industry shift [4] Performance Analysis - Certinia's study analyzed over 4,000 quarterly earnings reports from more than 430 public services firms from January 2022 to June 2025 [5] - Among the top 100 highest-performing quarters, 22% of firms referenced customer success or NRR, compared to an overall average of 15%, with top-performing companies attributing NRR positively 70% of the time [5] Investor Sentiment - There is a strong correlation between customer success strategies and stock price increases following quarterly earnings results, with companies prioritizing these strategies more likely to experience significant post-earnings stock price bumps [7] - Investors are increasingly recognizing and rewarding companies that focus on customer success, as noted by industry experts [7]