The Mission of Customer Success is to increase sustainable proven value for both the Customers and the Company. The essence is found in three core words: sustainable, proven, and value. The goal is increase, and the beneficiaries are the customers and the company. This is who Customer Success teams and professionals are and what they do.
While Customer Success professionals do a lot of different things, including (but not limited to!):
- Customer Intelligence gathering / analysis
- Sales Engineering
- On-boarding / customization design & delivery
- Business coaching/consulting/advisory
- Encouraging user adoption of functions and features
- –and much more
all of these activities need to be directly tied back to the production of more sustainable, proven value for the customers and the company.