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What Is Customer Success? The Answer, Ironically, Is Simple

If you’re in business, then you’re always looking for ways to increase customer loyalty and keep customers coming back for more. One of the best ways to do this is through a customer success program. But what is customer success? Surprisingly, the answer is simple. Customer success is the process of ensuring that customers achieve their desired outcomes with your product or service.

What is customer success?

At its core, customer success is about ensuring that your customers are happy and successful with your product or service. It’s about making sure that they’re getting the most out of your product and that they’re able to achieve their goals. Customer success is often confused with customer support or customer service, but it’s actually quite different. While customer support is all about solving problems and addressing issues, customer success is more proactive. It’s about working with customers to ensure that they’re getting the most out of your product and that they’re able to reach their goals.

The difference between customer success and customer support

As a customer, you may be familiar with the terms “customer success” and “customer support.” But what’s the difference? The easiest way to think about it is this: customer success is proactive while customer support is reactive. Customer success is all about ensuring that your customers are happy and successful with your product. Customer support, on the other hand, is there to help customers when they run into trouble. In other words, customer success is about keeping your customers happy, while customer support is about solving their problems.

The three pillars of customer success

There are three main pillars of customer success: adoption, engagement, and expansion. Adoption is all about getting new users on board and up to speed with your product as quickly as possible. Engagement is about keeping users active and engaged with your product over time. And expansion is about turning satisfied users into advocates who spread the word to their friends and colleagues. Ultimately, customer success is all about helping your customers achieve their desired outcomes.

How to measure customer success

Success is often difficult to define because it can be interpreted in different ways. The same goes for customer success. However, there are a few key factors that you can use to measure and track customer success. The first one is customer retention. If customers are sticking around and continuing to use your product or service, then that’s a good indicator that they’re happy. Another measure is customer advocacy. Are customers actively promoting your product or service to their friends and family? That’s a clear sign of success!

Finally, you can track customer engagement. This includes things like website visits, pageviews, downloads, or even completed transactions. By tracking these metrics, you can get a better idea of how well your customers are doing and identify any potential areas of improvement.

The benefits of customer success

When you provide a great customer experience, your customers feel valued. They’re more likely to stay with you, refer you to others, and become long-term advocates for your brand. Plus, happy customers make for a great business—they spend more money, are less likely to churn, and can even help you expand into new markets. It’s no wonder that customer success has become such an important part of any business.


Customer success is a relatively new term in the world of business, but it’s quickly gaining ground as more and more companies recognize its importance. Simply put, customer success is the process of ensuring that your customers are successful with your product or service. It’s about more than just resolving problems; it’s about helping customers get the most out of your product and achieve their desired outcomes. And that’s where the real value lies; happy, successful customers are more likely to stick around, refer their friends, and buy again. If you’re looking for a way to improve customer loyalty and boost your bottom line, customer success is the solution you’ve been searching for.

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