At it’s core, is customer success about customer-value or customer-love?
I’ve spent some time yesterday at a customer success bootcamp with one of my favorite customers.
The leaders have decided to spend two full days with the team in order to build alignment within the team with regards to customer success. This is a company that one of it’s core values is: “Customer Centricity”.
As a customer centric company, is the mission statement of customer success should be about customer love – making sure customers love the company, it’s product, people and services, or is it about value delivery?
This is a very important question that many customer success organizations are dealing with. The consensus these days is that customer value is what matters most, but many have thought differently in the past.
Customer success is a business function with clear business goals – impact CLTV, impact retention and customer growth. By focusing on the value to customer that drives the decision to renew and buy more teams impact CLTV. As a side effect, you get the customer love, as they are successful & satisfied.
I explain it in more details at this video below (this part starts at 6:30 min)
https://youtu.be/-Xm8ejkxMUs?t=6m30s (for direct link)