3 Common Customer Success Myths
Customer Success (CS) is a relatively new and evolving discipline amongst many technology and software companies. However, there are various misconceptions and misunderstandings regarding CS.
This infographic lists three of the most common myths, and illustrates how CS isn’t only limited to SaaS and technology firms, but almost every type of business out there. Here are the three common Customer Success Myths:
- Customer Success is Only for SaaS Products
- Customer Success is Only for B2B Products
- Customer Success Cannot Exist Without Telemetry
Customer Success bridges the gap between the desired and actual outcome derived from a product/service. Since the primary aim of CS is for their customers to realize the first value at the earliest possible, it makes sense to build integrative systems that will lead to those desired outcomes quicker. It also means that we build interim low-cost systems, taking intermediate steps before developing a final, more utopian initiative. By expanding our mental models and not limiting the efforts due to the availability of systems and technology is so important. In the end, Customer Success is really about empathy backed by an understanding of what the customer is truly trying to achieve.
Customer Success today is a byproduct of the rise of the Web as a business platform, and the awareness that a well-trained, well resourced, results-oriented individual can play a critical role in producing customer satisfaction. Business basics have not changed; when you are in business, you need the right margins to be successful, and customers that see value in your product. If there is no profit, there is no capital for reinvestment, and investors will view your company as a liability.
Customers no longer simply renew their contracts – they consider all their options, as there are more product and service offerings than ever before. This is especially true for SaaS products (vs. on premise solutions) which inhabit a market flooded with competitors itching to outperform their peers in service, customer experience, and price, amongst many other differentiators. Many companies are still struggling to understand the mechanics of SaaS, let alone an unexplored function like Customer Success. Naturally, adding a new piece to the efficient service delivery model puzzle is a lot to process. The confusion stems from the fact that there is still a lot of grey areas in the definition of Customer Success.
This infographic was adapted from the article, “Debunking the 3 Most Common Customer Success Myths” by Pallavi Gadepalli .