If your experiences are anything like mine, you have to explain what Customer Success is on a fairly regular basis. Not only to friends and family, but also to colleagues, peers and leaders. It's all part of being in a new, fast growing discipline.
But where do you start?
We keep customers happy. We minimize time to value for new customers. We empower customers through onboarding and training. We help customers define success then engineer strategies to help them achieve it using our technology. We grow customer's footprint by recommending strategic, logical cross-sell and up-sell solutions. We are the voice of the customer inside our organization, delivering vital feedback to product, marketing and leadership.The list goes on and on and on...
Last Friday I was particularly busy. After one of many meetings with a group of leaders in my company I got asked what my team (Customer Success) does...exactly.
With equal parts urgency and snark, I replied:
We turn revenue into profit.
After a few seconds of silence, my colleague replied, "That's awesome. How can I help?"
It might be time to print new business cards.