The definition of customer success

The definition of customer success is according to the big wiled web (www if you insist) as listed below:
“A proactive, holistic, and organization-level approach that leverages technology and real-enough-time visibility into customer health (not just usage data, but any contextual inputs) to ensure your customers – including those who directly use (users, administrators, etc.) and those who benefit from the use of your product – continually and increasingly receive value from your product over the course of their lifetime as a customer.” - Lincoln Murphy, Sixteen Ventures

The above statement noted first sometime between 2013 to 2013 and it was referring to SaaS, Software as a Service. Selling a platform for application that will be cost effective to the customer. Vendors needed to learn how to leverage this virtual service to increase their revenue, by approaching a new (one can say prehistoric) method. facing the customer, teaching them how to leverage their business with the newly purchased service. 

In the last couple of years since then the vary same approach was (re) adopted by the entire market. Customer Success, with the addition "and Growth", regardless the service or product being offer. having the customer keep on purchasing your products, that the key.   

Refresh and adjustment

Time to refresh and adjust my goals in this blog. Customer support or customer care are important roles in any organization. But why one need to support his customers? Aren’t your products good enough or easy to maintain?  Why taking care of them?

Customer Success is not just a buzz words, trend or a fashionable words to rebrand your organization. It is an approach.

Customer Success has its roots in the Software-as-a-Service (SaaS) companies, which defined new market verticals.  It appears that non technology companies have embraced such model into their operations. Instead of just sealing a product or a solution to the customer and then waiting for the calls to arrive, organizations need to listen to the customer needs and teach (or should I say educate) how to use the products (or service in SaaS approach) to improve his business and well-being.

In that spirit, I needed to re-invent myself, re brand my product. Keeping the same with a twist. Something that will represent me better.

So more or less the same, with updated wording. But still, I'm an old school… like the direct interaction with people, guiding and instructing. Prefer a white board over a power point with all the animation. Old school, therefore the blackboard and chalk.

 older vs newer