How Startups Develop a Customer Success Strategy
Are you working hard to make your customers successful?
Do your customers love your product or do they tolerate it? To answer that question, you may need to ask another question:
How much work do you do to make your customers successful?
You can never have too much customer success, and you can never put too much effort into creating it. But to elevate your product from tolerate to love — or from “nice-to-have” to “must-have” — that takes more than just goodwill, friendly service, and timely support.
Customer Success is the newish name for a company’s collection of customer onboarding, retention, and upsell strategies. It’s probably the most critical factor for growth at any stage, and it’s one of the more misunderstood and overlooked concepts in business.
In 20-plus years of creating successful products, I’ve spent my fair share of time creating successful customers. Here’s what I’ve learned about developing an effective Customer Success strategy, whether your company is just getting started or you’ve already got a ton of customers in “like” with your product.
