In this article, I’m going to be discussing my favorite topic: customer success.

We’re going to talk about growth in customer success and how customer success can accelerate value realization and growth for you and your customers.

The aim of this article

Firstly, how do we move customer success from defense to offense? In the past, we always used to talk about customer success in terms of things that were wrong or had broken, right?  

Customer success was this reactive lever, something you did to fix when things went bad. We were the folks who took the phone calls that nobody else wanted to take.

Success was measured in metrics of failure. The good news is that this is changing. In the first part of this article, I’m going to explain how you transform customer success from reactive to proactive.

Next, though there’s no magic formula I can give you, I am going to outline three guiding principles to navigate this difficult terrain.  

In this article, I’m going to address key discussion points, including:

  • Customer success as a growth lever
  • Three guiding principles
  • Value realization
  • Customer obsessed culture
  • Data and insights