Welcome to ACDI’s new Customer Success Blog! We would like to offer you a backstage pass to what will be an exciting journey through the fundamentals of an often overlooked component of most business models.
It’s one of the biggest buzzwords in B2B, but unlike other fleeting terminology, “Customer Success” isn’t going anywhere. Instead, it’s becoming one of the most important factors across all business types—the difference between a company going broke or achieving mega-growth.
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service. Customer Success is relationship-focused client management that aligns client and vendor goals for mutually beneficial results. An effective Customer Success strategy produces a decrease in customer churn and an increase in upsell opportunities.
Law 1: Sell to the Right Customer
Law 2: The Natural Tendency is for Customers and Vendors to Drift Apart
Law 3: Customers Expect You to Make Them Wildly Successful
Law 4: Relentlessly Monitor and Manage Customer Health
Law 5: You Can No Longer Build Loyalty through Personal Relationships
Law 6: Product is Your Only Scalable Differentiator
Law 7: Obsessively Improve Time to Value
Law 8: Deeply Understand Your Customer Metrics
Law 9: Drive Customer Success through Hard Metrics
Law 10: It’s a Top-Down Company-Wide Commitment
*Customer Success, Gainsight, 2016
Now you may be asking yourself, “what does this mean for me?” Join us for our next blog, where we will take a deeper dive, beginning with The 10 Laws of Customer Success to find out!