Customer Success ensures customers achieve their goals using your product. It’s a proactive, data-driven approach to maximizing customer value and preventing churn.
Customer Success:
Customer Support:
Onboarding: Guide new customers to value quickly
Adoption: Drive feature usage and best practices
Expansion: Identify upsell/cross-sell opportunities
Renewal: Ensure continued value and retention
Advocacy: Cultivate references and referrals
Monitor metrics like product usage frequency, feature adoption, support ticket volume, NPS scores, engagement with communications, and time to value achievement.
Define ideal customer outcomes, establish health score methodology, create playbooks for common scenarios, build proactive communication cadence, use CRM for tracking and automation, and align with sales on handoff process.