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Customer success

Customer success is a function within the commercial organization that seeks to execute proactive, strategic support for existing customers to achieve their desired outcomes through the use and adoption of the products or solutions purchased. Customer success is increasingly a strategic function, with direct impact to driving retention, expansion, and overall account growth. Customer success originated in SaaS businesses and has begun to evolve from a reactionary, support mechanism to a proactive, growth driver.

Related terms

Cross-sell

Customer lifetime value (CLV)

Retention rate (Account / Customer)

Revenue motion

Upsell

Relevant content

Resource

Go-to-Market Strategy

Build a more effective and durable revenue engine through customer success

Customer Success (CS) has evolved from a reactive customer service role into a strategic imperative for B2B organizations. Download the framework for all the details on transforming your CS function and get our checklist of 6 to-dos.

Resource

Go-to-Market Strategy

An ethnographic approach to drive customer loyalty

We’ve identified a six-step approach to improve the customer experience, ultimately helping you drive customer loyalty. Download the framework to learn about our approach to improving CX and get our checklist of nine to-dos to ensure research success.

Resource

Go-to-Market Strategy

3 steps to using data to idle defection risk and improve retention

Your success relies on how you manage your leaky retention bucket. Download the framework on using data to idle defection risk and improve customer retention with eight go-dos.