Customer success is the function at a company responsible for managing the relationship between a vendor and its customers. The goal of customer success is to make the customer as successful as possible, which in turn, improves customer lifetime value for the vendor.
Customer success is an emerging role in business. The function is most commonly used in the software world and most prevalent among software as a service (SaaS) companies. Because customer success is a nascent field of business, its organizational alignment and activities are still evolving. There is still a large amount of variance with respect to its scope of responsibilities, reporting structure, terminology used for describing its activities, metrics used for measuring its performance and more. While deviations exist in the specifics of the function, it always refers to the customer relationship management after the initial sale.
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