Customer Success

What it means

Imagine buying a powerful new software tool for your business. You're excited about its capabilities, but where do you begin? How do you navigate the complex features and make it work best for your needs? This is where the Customer Success (CS) function comes in.

In software companies, CS teams function as personal guides who help customers get the most out of their purchase. Unlike customer support — which is reactive, handling issues as they arise — CS is proactive. This team ensures customers aren't just using the software but are engaged and gaining tangible benefits from it.

From mapping out customer journeys and conducting personalized onboarding and training to preventing potential issues before they emerge, a CS team is invested in customer outcomes right from the start.

Why it matters

In a world where software choices abound and switching costs are low, customer success has become a pivotal function. Here's why:

Practical Examples

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