Customer Success: What Does it Involve?

Definition and explanation

Customer Success in a business context involves the ongoing efforts of a company to ensure that their customers achieve their desired outcomes and are satisfied with the product or service they have purchased. It is focused on building a long-term relationship with the customer and driving their success, rather than just selling them a product and moving on. Customer Success can involve various activities such as onboarding, training, support, and gathering feedback to continuously improve the customer experience. Ultimately, the goal of Customer Success is to increase customer retention and loyalty.

Why it matters in sales

In the cutthroat world of sales, it's not enough to just make a sale and move onto the next prospect. Companies that prioritize Customer Success understand that a satisfied customer is worth their weight in gold. They know that it's not just about closing deals, it's about building relationships that will endure the test of time. By focusing on the customer's desired outcomes, providing support and gathering feedback, companies can keep their customers coming back for more. As the legendary Seth Godin once said, "If you make your customers successful, they'll make you successful.

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