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Building a customer success plan

A successful company focuses on the success of its customers. Because what is good for your customers is also good for you. But how do you make sure that your organisation builds on customer success?

Door Renée Müller

2.6 min read

11 October 2021

customer success plan

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What is a customer success plan?

Let’s start with the beginning. Customer success means that you strive to get your customers to achieve their desired goals with your products or services. It translates into business strategies designed to support your customers through the buying process while reducing churn.

A customer success plan defines what customer success looks like for you and the steps your customer contact teams should follow to help your customers achieve their goals.

With this plan, you can accurately gather customer feedback, track people’s behaviour and needs and map out the customer journey from start to finish.

The insights gained will help your team further define what actions and resources are needed to ensure customer satisfaction.

But what is the difference between customer success and customer service?

The terms customer success and customer service often lead to confusion. Because if you already have a customer service team supporting your customers, do you really need a customer success framework?

The answer is yes. There’s one crucial difference between the two: customer service solves your customers’ problems while customer success anticipates their needs, challenges and questions.

A customer success roadmap is meant to better understand your customer, it gives your team guidelines to act upon. The roadmap also focuses more on your customer’s needs and goals than on desired business results. It is about your customer, not your company.

In summary:

  • Your customer service will deal with your customers’ questions and problems
  • Your Customer Success Team tries to anticipate common frustration points to avoid, so that customers successfully achieve their goals.
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What is a customer success plan?

Let’s start with the beginning. Customer success means that you strive to get your customers to achieve their desired goals with your products or services. It translates into business strategies designed to support your customers through the buying process while reducing churn.

A customer success plan defines what customer success looks like for you and the steps your customer contact teams should follow to help your customers achieve their goals.

With this plan, you can accurately gather customer feedback, track people’s behaviour and needs and map out the customer journey from start to finish.

The insights gained will help your team further define what actions and resources are needed to ensure customer satisfaction.

But what is the difference between customer success and customer service?

The terms customer success and customer service often lead to confusion. Because if you already have a customer service team supporting your customers, do you really need a customer success framework?

The answer is yes. There’s one crucial difference between the two: customer service solves your customers’ problems while customer success anticipates their needs, challenges and questions.

A customer success roadmap is meant to better understand your customer, it gives your team guidelines to act upon. The roadmap also focuses more on your customer’s needs and goals than on desired business results. It is about your customer, not your company.

In summary:

  • Your customer service will deal with your customers’ questions and problems
  • Your Customer Success Team tries to anticipate common frustration points to avoid, so that customers successfully achieve their goals.

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