What is Customer Success?

Customer Success

Definition: Customer Success (CS) is a proactive, organization-wide discipline focused on helping customers achieve their desired outcomes while using your product or service. It aims to maximize customer value, drive product adoption, and foster long-term relationships, resulting in increased retention, expansion, and advocacy.

Key Concepts:

• Proactive Engagement: CS teams anticipate customer needs and reach out before issues arise.

• Value Realization: Ensures customers achieve the outcomes that led them to purchase.

• Cross-Functional: Involves collaboration between sales, product, support, and other teams.

What CS is Not:

• Not just customer support or account management.

• Not reactive or solely focused on problem resolution.

Why It Matters: Effective Customer Success reduces churn, increases revenue, and turns customers into advocates.