The Beginner’s Guide to Customer Success

With the advent of cloud based solutions, mobile apps, and web tech support, conventional help desks and professional services don’t hold up. Recognizing the need for high touch & relationship-based services, companies are investing in developing tactics for improving customer engagement. However, many gaps still exist. Customer Success is a new approach to managing customers and their experiences with your product from the beginning to end of a license agreement. Churn, renewal rates, active user stats are all “outcomes” of the customer experience, and are influenced by the actions taken by your Customer Success team.

A good Customer Success process reduces churn and increases your revenue. This is extremely beneficial for you – a churn reduction of 4% can double your MMR.

- From the Report