Predict churn, reach out to customers at just the right time, improve retention and increase new sales, upsells and cross-sells—the promises of a robust customer success program are practically a recipe for success. They might even sound too good to be true, but they make fundamental sense. When you provide your customers with the support they need to achieve their desired outcome, your success and their success go hand-in-hand.
That is the philosophy behind “customer success.”
But don’t think of customer success as a handful of tactics to reduce churn. It will serve you much better to embrace customer success as a high-level strategy to accelerate and sustain growth in a competitive market…
