Like most good advice, customer success sounds really simple, but gets complicated once you want to implement it in your own business. So instead of waxing poetical on its many virtues (and there are many), let’s take the For Dummies approach and drill down into what really counts:How customer success will help you take over the world!
Kidding! Kind of. Not really.
The definition of customer success is:
“A proactive, holistic, and organization-level approach that leverages technology and real-enough-time visibility into customer health (not just usage data, but any contextual inputs) to ensure your customers – including those who directly use (users, administrators, etc.) and those who benefit from the use of your product – continually and increasingly receive value from your product over the course of their lifetime as a customer.”
– Lincoln Murphy, Sixteen Ventures