Why do the customers use our product or service, and how can we help them be more successful?
As we all know, Customer Success focuses on why the customers decided to be your customers. These customers saw value from the product or service you are providing and believed that you could deliver their expectations in a particular manner. Now, Customer Success Managers focus on delivering their intended outcomes to ensure that they stay for a long time.
Customer Success Managers’ point of view is not only for the customers despite being customer-centric. They view the bigger picture of how their actions and the customer’s success affect the business. Therefore, Customer Success is proactive in trying to solve the problems not even the customers may know yet. Customer Success Managers are involved in all parts of the Customer Lifecycle, providing expertise and consultation strategizing the most efficient road to value generation.
Moreover, Customer Success goes beyond what the customers want; they deliver what they need. As customers may not even know what they genuinely need to attain the goals they’ve set for themselves, Customer Success Managers provide what’s best for the customers. They have a deep understanding of the company, the product, and the customer, with a wide range of skillset.