What Is Customer Success?

  1. Increasing renewal sales and revenue: Businesses face renewal sales processes constantly. Each time a customer sees the monthly or quarterly or annual subscription payment, they wonder, should I be paying for this? Renewal conversations occur with much greater frequency than with perpetual software sales
  2. Driving Upsell Revenue: Most of the revenue from your relationship with a customer happens post-sale, since your customers’ needs and business goals are always evolving. For effective Customer Success, you constantly need to assess your customers’ needs so they can reach their objectives
  3. Reducing churn: The reality is that customers can leave you at any moment. The best way to keep customers from leaving is to anticipate it before it is too late. While customer success team is already building relationships to avoid churn altogether, they can also predict potential leave by analyzing user data that correlates to a customer leaving. In this scenario, Customer Success can get in early to address any issues and steer the customer back on track

Customer Success vs. Customer Support

Customer success aligns closely with customer support to take customer satisfaction to the next level. Customer Success is about a business being proactive, while customer support is about being reactive — It’s focused on the case-by-case and the here-and-now. Customer success works to proactively eliminate customer problems before they rise to the level of a customer support touchpoint.

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Maor David-Pur

Maor David-Pur

Head of Customer Success, Microsoft