The State of Knowledge Sharing in Customer Success Organizations | 2023

Here's what's inside:

In this report, you’ll learn…

  • Which communication methods customers prefer when talking to CS teams
  • The hidden dangers of using chat workspace tools for internal knowledge-sharing
  • What larger companies get right when it comes to CS communication
  • What the rise of Customer Success Platform (CSP) software could mean for the future of collaborative communication
About the 2023 ‘State of Knowledge Sharing’ Report:

Since Customer Success teams are on the frontlines of customer interactions, they need to be masters of communication. But it's not just about having the latest tech. Effective knowledge-sharing processes are equally essential.

In the Spring of 2023, Vitally surveyed 150+ Customer Success professionals and executives about their use of business communication tools, Customer Success Platforms (CSPs), and project management software. We wanted to learn how CS teams were sharing important information with their clients and with other departments in their organizations.

This report presents seven key learnings from our research, and reveals opportunities for companies to consolidate and share information more transparently.

The main takeaway? To provide outstanding customer experiences, B2B businesses have to be very proactive when it comes to internal knowledge-sharing. This creates a culture of collaboration and alignment towards shared goals, which helps drive meaningful results.

Download our report by filling out the form on this page, and please email us at if you have any questions about this research report or any of our past reports.

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