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Customer Success: Building a Relationship that is Mutually Beneficial
“The customer is always right,” goes the old saying, but it’s as true as ever. A recent survey of businesses found that 95 percent thought that customer experience was extremely important for being able to retain customers long term. Marc Benioff, CEO of Salesforce.com, recently said “I believe being committed to the customer is more important than it’s ever been.”
Today we call it “Customer Success.” Aneel Bhusri, Workday CEO, said that “if you stay very focused on customers and customer success, people pay attention to that—and in turn, they also want that same type of success.”
Lincoln Murphy, Customer Success Evangelist at Gainsight, said that “the majority of the revenue from your relationship with a customer happens post-sale. The emphasis is on both keeping the customer longer and also expanding the relationship. It doesn’t matter what that sale looks like. It doesn’t matter what type of business model you have… To get a customer to stay longer and pay more, you have to do something that’s going to help them feel like they’re being successful. You need to help them achieve their desired outcome.”
Jeff Gardner, director of Customer Support at Intercom, said that “the job of customer success is to make the process of finding, learning about, adopting, and engaging with your product as easy and frictionless as possible for the right customers. The right customers are the ones who are trying to do a job or fill a need that your product does well.”
