Glossary · Customer Satisfaction
Customer Success
A proactive discipline that helps customers achieve their desired outcomes with your product. Retention as a strategy, not a reaction.
Customer Success in Practice
The CS Operating Model
- Onboarding: Getting the customer to first value fast
- Adoption: Driving use of the features that produce retention
- Expansion: Identifying and opening growth conversations at the right moment
- Renewal: Ensuring the customer understands the value received
- Advocacy: Turning happy customers into references
Customer Health Score as the Engine
A CS team without a Health Score works reactively. A CS team with one works on tomorrow's churn today. Health Score, adoption data and NPS are the three inputs that make CS a proactive function.
Frequently Asked Questions
No. Account management is transactional and focused on renewal; CS is outcome-oriented and focused on the customer's desired result. Account management asks "will you renew?"; CS asks "are you getting what you came for?" The second question makes the first one easy.
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