Can Customer Success Make a Difference in B2B Sales?
Posted: Sun Jan 26, 2025 4:49 am
Companies are increasingly investing not only in providing a good service or having a product, but also in guaranteeing a quality experience through a good relationship with the customer.
There is a lot of talk about customer loyalty and satisfaction, but have you ever thought about what customers want?
They don't want to be happy or feel netherlands email list fulfilled for being customers, they want to achieve the goals they have when purchasing your product or service.
That’s where the Customer Success team comes in . This innovation was recently introduced to the company to revolutionize the way companies relate to customers, focusing not only on what they want, but also on what matters most: customer results .
If you are interested in learning a little more about this department, take a look at this article and you will understand why a Customer Success department is an excellent choice for your company.
Regarding the concept, we can stick with Lincoln Murphy 's definition (a reference in Customer Success since the term and the activity began to take shape in the market):
“Customer success is when your customers achieve the desired outcome through their interactions with your company.”
Banner download essential KPIs 2022_Updated_Nov22
This term was initially applied to SaaS companies to designate a professional who not only helps the client to use the software in the correct way, but also helps them achieve good results with that solution.
Customer Success is based on customer success (as the name suggests) and this goes far beyond a CRM or knowing how to use a tool, that is, customer success becomes the responsibility of everyone within a company, from the moment the first contact is initiated. This change in the concept of "after-sales" has transformed the market and since then companies have reinvented the way they treat customers once they acquire the product or service.
What is Customer Success?
1-Be able to measure user activity with your product; How often do they use it? How do they use it? What do they use it for?
2-Measure your relationship with the customer: How many times do you communicate with them? Who contacts them? Why do they do it?
3-Identify how to provide the support or training needed for the customer to maximize results with your product.
This helps the company identify the necessary touchpoints in the customer lifecycle and the channels to communicate effectively.
There is a lot of talk about customer loyalty and satisfaction, but have you ever thought about what customers want?
They don't want to be happy or feel netherlands email list fulfilled for being customers, they want to achieve the goals they have when purchasing your product or service.
That’s where the Customer Success team comes in . This innovation was recently introduced to the company to revolutionize the way companies relate to customers, focusing not only on what they want, but also on what matters most: customer results .
If you are interested in learning a little more about this department, take a look at this article and you will understand why a Customer Success department is an excellent choice for your company.
Regarding the concept, we can stick with Lincoln Murphy 's definition (a reference in Customer Success since the term and the activity began to take shape in the market):
“Customer success is when your customers achieve the desired outcome through their interactions with your company.”
Banner download essential KPIs 2022_Updated_Nov22
This term was initially applied to SaaS companies to designate a professional who not only helps the client to use the software in the correct way, but also helps them achieve good results with that solution.
Customer Success is based on customer success (as the name suggests) and this goes far beyond a CRM or knowing how to use a tool, that is, customer success becomes the responsibility of everyone within a company, from the moment the first contact is initiated. This change in the concept of "after-sales" has transformed the market and since then companies have reinvented the way they treat customers once they acquire the product or service.
What is Customer Success?
1-Be able to measure user activity with your product; How often do they use it? How do they use it? What do they use it for?
2-Measure your relationship with the customer: How many times do you communicate with them? Who contacts them? Why do they do it?
3-Identify how to provide the support or training needed for the customer to maximize results with your product.
This helps the company identify the necessary touchpoints in the customer lifecycle and the channels to communicate effectively.