The new buzzword in the B2B industry that’s gaining momentum is customer success. Any company which wants to focus on succeeding and retaining its customers must pay attention to how customer success works.
Customer service and account management are old words now. It is the traditional way of dealing with things. With customer service, one had to deal with customer cases one by one. It was a casewise dealing with customers.
However, new customer Success is an entirely improved version of customer services. Customer success, according to SmartKarrot, the alternative of Gainsight, is a methodology that ensures that your customers are happy using your products.
Customer success focuses on the mutual benefit of the client as well as the vendor. Most of the time, customer success leads to decreased customer churn and increased upsell opportunities. The main motive of customer success is to make your customers happy. It means your customers should enjoy using your service.
While customer service is reactive and focuses on a case by case handling, customer success is proactive and has a holistic approach. Customers must find increasing value in your product as they use it so that they can use it for a lifetime.
Renewal of service is crucial. If customers do not renew the service, then the business will not succeed. That’s why customer success is a superior form of account management. It solves the issues customers face, even before they complain about it.
Customer success is essential because it improves the customer renewal process. More and more customers will renew your service. And customer success also drives the revenue. That’s why GainSight like businesses are helping companies manage their customers through customer success.