Customer Success is a proactive sales approach that focuses on building relationships with existing customers, understanding their goals and challenges, and helping them reach those goals through a product or service.
At its core, Customer Success is about:
Customer Success builds a bridge between sale and value realization for the customer. This aspect of value realization influences all the other downstream interactions that the customer has with your company.
Customer success as a function hasn’t been around as long as Customer Support which most companies automatically consider a necessary cost of doing business. However, having a dedicated customer success function can positively impact downstream interactions through: