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
“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.
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