What is Customer Success and why is so important?

What is customer success? It is a plan and analytical process of securing that your customer gets as much value as possible from your product or service, and that he or she achieves the expected outcome, thus being successful in their investment in your product or service. In simpler words. Customer success is making sure that your customer gets the outcome that they expected from your product or your service. This concept is extremely important if you want your clients to keep buying from you. You can put all the effort in client acquisition. But if you keep losing them. You're losing money. Let me give you a very simplistic example. Let's say that you start the year with 100 clients. And you are adding five new clients per month, but you are also losing five clients per month. The year will go on and by the end of the year you will be right where you started, but more annoyed and burned because you will have 60 clients complaining about your growth. You think this is an extreme example? Think again. I have seen it in many companies, including something similar in one of my companies before I care about customer success. This happens more often that you can imagine, and it happens because we tend to think that it is the client's fault, that they are lazy and they don't use their investment properly, that maybe they weren't the right clients or things like that. We think or we believe these things, but we don't find out what is the real reason and therefore we don't focus on solving how to make sure that those clients not only stay with us, but. How can they be happy with us? So happy that they become our sales team, our brand ambassadors and advocates.