Everyone's talking about Customer Success.
But what does it really mean in the field?
Here are the common misconceptions and how to make Customer Success work again!
What People Often Think Customer Success Looks Like
No customers leaving, canceling their contracts
Always selling more to existing customers
Perfect customer satisfaction scores
Customers who never have issues or complain
What Real Customer Success Is About
1. Teaching Customers Proactively
Great Customer Success isn't about fixing problems after they happen.
It's about preventing them in the first place before they even occur.
This means creating clear onboarding processes.
Building helpful resource centers, and offering regular training.
When you teach customers how to use your product well, you set them up to succeed long-term.
Customer Education is perfect for this.
A topic I explored in my interview with Jill Favro Sawatzky, Chief Customer Officer at Thought Industries.
2. Adding Value in Every Interaction
Instead of always trying to sell more, focus on giving value on a consistent basis.
Share useful industry knowledge, and offer personalized tips.
When customers see ongoing benefits, they're more likely to buy more on their own.
This approach is key to balancing sales and customer success in SaaS.
3. Building Real Relationships
Customer Success isn't about pretending everything's perfect.
It's about creating genuine connections with your customers.
This means caring.
Listening to their concerns and showing understanding.
But even more important, being honest – even when things go wrong.
Strong relationships lead to loyal customers.
That's the only way they'll stick with you through good and bad times.
Learn more on how to build powerful customer relationships here.
4. Customizing Experiences for Each Customer
Don't aim for a one-size-fits-all approach or chase the latest trend.
Successful teams focus on understanding and meeting each customer's unique needs.
This means creating custom success plans.
Offering flexible support options, or adapting your product to fit specific uses.
For more insights, check out my guide on customer success fundamentals and strategies.
5. Using Data to Act Early
Effective Customer Success doesn't just react.
It predicts.
You can spot potential issues before they become real problems simply by using customer data and behavior patterns.
This will allow you to step in early, showing customers you're committed to their success.
Learn more about the top customer success metrics you need to track in SaaS.
6. Connecting Customers with Each Other
Creating ways for customers to connect and learn from each other is powerful.
Host user groups, set up online communities, and organize customer advisory boards.
When customers interact with each other, they often become more engaged and loyal to the company.
The Key Takeaway
True Customer Success isn't about perfect numbers or avoiding all problems.
It's about genuinely partnering with your customers.
As simple as that.
It’s not about perfection. What you want here is progress.
And always keep your customer's success at the heart of what you do.
To excel in this field, explore my Customer Success Career Guide. And check out my Ultimate Guide for Customer Success Managers for more tips and insights.
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