Why is Customer Success Important?
Customer Success has become an important driver in many high growth companies, especially for those that have recurring revenue model such as software. It's more than great customer service, which is largely reactive. Customer Success is a commitment and company-wide adoption of the metrics and processes that enable pro-active relationships with customers. Enabled by a technology platform with CRM integration and dynamic communication and collaboration tools, a Customer Community drives engagement and success.
Is a Customer Community Right for You?
Customer service and support can be a labor-intensive process. Now you want the whole company focused on customer success not just the support agents. How do you keep everyone up to date and coordinated to improve the renewal process, reduce churn and increase revenue? It can get chaotic and hard to keep track of everything.
When you need a better way of collaborating and communicating with customers and your departments need more information to better collaborate on customer issues, then it's time.