The Customer Success Journey

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The Customer Success journey encompasses more than the expected kinds of steps that make up a Sales journey. It actually focuses more on what happens right before a sale closes, and the stages that occur after the signing of the deal. The first main step is conversion, the nurturing of the lead to make sure that the time to first value (TTFV) is as low as possible. From there, CSMs look to create a relationship based in loyalty that will allow those customers to become positive advocates for the product, and help in referring new customers.