What is Customer Success ?
Customer success is the process of anticipating customer challenges or questions and proactively providing solutions and answers to those issues prior to them arising. Customer success helps you boost customer happiness and retention, increasing your revenue and customer loyalty.
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In recent years, it has become more expensive for businesses to acquire new customers. That's why you need to focus on keeping existing customers happy — happy customers become your advocates.
Why is customer success important?
Customer success is critical to your business’s success. It improves customer happiness and loyalty — by helping your customers succeed, they’ll become your biggest promoters and advocates. Customer success is tied directly to your bottom line as it helps you reduce churn rates, improve renewal and satisfaction, and therefore, boost revenue.
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Customer success has the power to help you grow your base of advocates and promoters. If you're a subscription-based business, this will help you boost renewal rates. In turn, more happy and loyal customers mean reduced attrition or churn rates. Reducing churn and increasing customer retention directly impacts your bottom line — you'll see a boost in revenue by retaining customers (as it's significantly more expensive to acquire new customers).
Customer Success Management
Customer success management is the process of overseeing the business's customer success representatives and maintaining a customer success strategy to proactively assist, delight, and support existing customers.
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A customer success manager leads a group of representatives who work directly with customers. Customer success managers ensure representatives are helping customers get the most out of the product or service — thus increasing the likelihood of those customers sticking around.
Introduction to Customer Success
The Emerging Discipline of Customer Success
Customer Success articles :
The 8 Elements of Customer Success Management
Customer Success vs. Customer Support | ClientSuccess
Introducing customer success 2.0: The new growth engine
– Somesh Chablani