My Customer Success Mantra

For all of us who work in the Customer Success business, we’re always asked at some point how exactly we define our customer success practice. For me, I think about this as an overarching mantra that I want my team or business to operate around for our customers. In general though, I've found there isn't really a right or wrong way and it can vary depending on your business, team or simply your own personal experience. The most important thing is having one in the first place to guide people towards. You could be a B2B or B2C company; rolling out a brand new software or building a customer team from scratch. Regardless, how you set your own customer success mantra, vision or mission will drive all the customer programs you build and how your team goes about their work. In my experience, I’ve found two parts which are consistent in conversations no matter what the company or product is we’re trying to deliver successfully to customers….Experience and Value. Value being what your customers expect and Experience being how you deliver it. So putting these two elements together in a simple and focused way, creates my customer success mantra to be:

Customer Success is…

When the Experience delivered by your company meets or exceeds

the Value expected from your customers

• This highlights how both value and experience need to be top of mind in order to have the actual output be a successful customer.

• Value, we all know will always be that of a high expectation from customers, but the Experience delivered, is something you are in control of.

• Therefore if we focus on creating an experience which matches or exceeds the value expected by our customers, the sum will be a high level of customer success.

Have you built out a customer success mantra or mission for your team?

GK