What is #customersuccess?

My definition:

Proactively helping customers identify, set and reach specific and measurable goals.

I intentionally left out “solutions” and “products.”

Using a product is not really the point.

For a marketing, success might be about growing brand awareness.

For a direct-to-consumer brand, it's about containing costs related to inventory.

For an individual, success is losing a few pounds.

These are outcomes.

Business outcomes.

Personal outcomes.

How we facilitate success varies depending on your product, and your customer.

But make no mistake, these are the goals.

Adoption and usage?

Only a means to an end.

We have really been leaning into Joint Success Plans lately.

But what other tools do you use to discuss, capture and track the goals you’re helping customers reach?

View Original Discussion and LinkedIn