What is Customer Success?

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What customer success is and how it has meant a paradigm shift within the industry
“Customer success” translated into our language is a planned strategy designed to be executed in the long term in order to maximize the proven value of our product and ensure that its effectiveness is sustainable over time until our customers experience success.

That is, Customer Success as a service methodology has been created to ensure that our clients achieve the desired results while using our tools, products or services .

How many times have you hired a crypto email list service that, at the end of the day, has not helped you solve the problem for which you bought it? You contact the company, send emails, make complaints through social networks or through other channels provided by the company and you still get no response.

During the sale they promised to provide you with assistance, and some contact points to reach in case of problems and doubts. And in practice, none of the promises were fulfilled. It's very frustrating!

Traditional customer service dealt with dissatisfied customers and resolved issues as they arose.

What Customer Success suggests is doing the exact opposite, that is , relying on the necessary tools and mechanisms to get ahead of customer problems or complaints, demonstrating with your actions that the assistance of a service is there to help your customers achieve success .

Hence “Customer Success”

Customer Success Management is an evolutionarily superior activity to traditional customer service, because through customer assistance, the aim is to detect problems even before the customer discovers them, thereby generating more opportunities to achieve success.

It is an improved version of traditional customer service with a holistic vision so that our client achieves success through the use of our tools or services.

[Tweet ”You don’t have a successful business by closing more sales, you have a successful business when your clients manage to achieve their goals”]

What is Customer Success?
Customer Success as a customer acquisition philosophy has come to put an end to traditional after-sales. If you watched the full video, you will understand that this renewed methodology aims to establish long-term relationships with its customers.

And that doesn't happen when you celebrate a sale and turn your back on your clients. On the contrary, the success of your business can depend closely on your client's achievements and the best way to achieve this is when you generate strategic support so that their goals can be met.

Customer Success is therefore about integrating marketing and sales functions and activities so that they can jointly determine how they can deliver value to potential customers before, during and after the purchase.

In fact, the greatest weight of this methodology is found when your client finally decides to buy, because it is at that very moment that they need assistance to learn how to use your service or tool to the fullest and thus achieve what you, as a service provider, have promised them.

[Tweet “The customer cannot be left as the sole person responsible for obtaining the value of their investment”]

Ultimately, it is your responsibility to ensure that your services are used properly and that the client knows “how” to do them. A manual on “how to do X thing” or “when a problem arises, we are here to help you” is no longer enough. These have become part of traditional marketing actions.

Consider that in the implementation process your clients have challenges, doubts, complaints, and a host of situations that prevent them from using your service effectively, but what do you think would happen if instead of being the one who discovers problems or inconveniences, you were the one who did it for them? Don't you think that's customer service at an unbeatable level?

This is what Customer Success is all about: providing personalized attention to each customer so that, in addition to achieving success, they also experience a unique shopping experience .

After all, the words of Jason Lemkin, manager of Storm Ventures, ring true: “Customer success is where 90% of revenue is.”

And if you think about it, there is no waste in his words because Customer Success naturally includes in its package, a unique and personalized shopping experience.

You know very well what it means to offer unique shopping experiences these days; we are in the era of renewed and digital word-of-mouth advertising. If a customer has “increased the number of conversions through the chatbot” that you sold them, for example, it is very likely that they will have no problem recommending you and making public their satisfaction with the service you have provided.

The shopping experience plays a very important role in these times, and Customer Success aims to ensure that our customers have the best experience after their purchase and throughout the entire life cycle as a customer.