Is Customer Success a service or part of the product delivery?

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Is Customer Success a service or part of product delivery? This may be an important question, especially because this term was mainly used by Software as Service (SaaS) companies focused on specific digital solutions for their clients.

Nowadays, this reality has significantly changed and many other sectors have been appropriating from this approach when they have to deliver a product to handle better with customer’s expectations, needs and results. It is the reason for Customer Success being understood and used as both: service and part of product delivery ― according to the context and aim of each company.

In this article, we will analyze this question deeply, so you can have a better picture on how to use it for business growth and to reduce Customer Churn. Learn more about it with the directions below!

Are you curious to discover more about Customer Success? Check right now the australia cell phone number list subjects you will see in this article:

Customer Success versus Customer Success Management;
Fitting Customer Service in your workflow;
Main organizational models of Customer Success Management;
Find out the best concept for your company;
Conclusion.
Customer Success versus Customer Success Management
Customer Success (CS) and Customer Success Management (CSM) are a couple of parts of your relationship with clients. We say that because, in the current society, your business’ quality is directly connected to the quality of the relationship that you are developing with the customers.

Without that, you cannot achieve consistent results in the long-term and might face difficulties to keep the growth of your enterprise. Develop better tools for interactive assessments to do it right.

Besides that, before putting CS versus CSM, it’s important to comprehend accurately what is the real meaning and purpose of each term. First off, Customer Success is not about customer satisfaction only, because it’s possible that they aren’t aware of all the issues he or she needs to overcome to achieve the growth of their business. So you need to have some things in mind when working with this approach:

educate your customers, developing their awareness and holistic view about the strong and weak enterprise aspects;
make sure their expectation is aligned to what you are offering to them, so both can grow in this experience and build a consistent relationship;
do not focus only on customer satisfaction. Rather, make them understand why what you do is important to what they need for real development.
As you saw, if you concentrate just on seeing your clients’ momentous happiness, it will not be enough for their success and this might lead them to churn soon. Instead, be clear on the priorities they need to work with and show them how you are applying the best strategies to deal with that.

Now that we clarified what Customer Success is, it is time to understand what Customer Success Management is about. Here are some guidelines for you:

it is a derivative service, which means it happens after the customer is already using your products and services;
it is more than just a help but a productive relationship that you comprehend the customers’ needs and drive them to success in a transparent, constant and useful dialogue;
it needs a team to be formed correctly, so don’t oversimplify to get better results with your client.
After all, CS and CSM are not enemies in this marketing field. You can use both to build more intelligent and better-asserted relationships with your customers, leading them to the success they need. Learn more about the following topics.