I read "Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue".

What is Customer Success?

It is the work of supporting the "success" of customers.

It differs from customer support, which deals with customer complaints and inquiries.

In subscription-based businesses, maximizing LTV is one of the important factors. Customer Success becomes a profit center that contributes to business revenue through customer analysis and support.

It is also one of the sales processes in The Model.

※The Model's Sales Process Marketing (Number of visitors * Acquisition rate = Number of prospects) → Inside Sales (Number of prospects * Conversion rate = Number of deals) → Field Sales (Number of deals * Order rate = Number of orders) → Customer Success (Number of orders * Renewal rate = Number of renewals)

cf. salesforce.com - What is The Model? Salesforce explains the terminology and sales process

10 Principles

10 principles of Customer Success to accompany and support customer success.

1. Sell to the right customer
2. Customers and vendors will drift apart if nothing is done
3. Customers expect great success
4. Constantly understand and manage customer health
5. Building loyalty no longer requires personal relationships
6. The truly scalable differentiator is the product
7. Thoroughly work on improving time-to-value
8. Deeply understand customer metrics
9. Advance Customer Success with hard data metrics
10. Approach from the top-down and at the company-wide level

In the era before the emergence of the SaaS service model, principles focused on retaining customers were required, but in recent years, principles that focus on customer success, centered on the customer, have become necessary.

Impressions

I wasn't familiar with the role of Customer Success, but I was able to get a sense of it.

I realized that a cross-functional approach is required not only in technical organizations.