The primary goal of customer support is to solve the problems of the customers as soon as they arise but customer success approach starts way before a deal is made and thus proves to be a better way to sustain a company. It is a longer term view of customer relationships, and hence one of the better customer success metrics. The customer success approach aims at helping the customers to derive as much value from the product as possible.
The relationship a company builds with the customer is of utmost importance as that is what will keep the brand afloat and drive sales. Currently the competition is steep with customers having innumerable options to subscribe to so it becomes more important to build a good product that will make customers make recurring purchases.
When the customer doesn’t agree with the product, they are bound to not wait, but immediately jump to the other brand. They will simply stop the services or not buy the product. What will stop them is not the customer support by the ‘customer success approach’. They have to get the value they are paying for.
This approach is not only beneficial for the customers but also the brands as the Customer success is where 90% of the revenue is. It is easier to drive revenue through upselling or cross-selling existing customers vs. going out and finding new customers.
The company needs to be aligning the pricing with the value customers are receiving over trying to squeeze out money from them. The other major thing a customer success approach gets is good word of mouth. Customers will definitely talk about good services and products eventually that helps the company to get more customers. It’s the best kind of marketing for the company.