Customer Success has become the mantra for software companies in the SaaS space to create a profitable company. I recently did a presentation to group of leaders from the technology space around how Customer Success is changing the very fabric of a software company.
Customer Success is not a new term used for the erstwhile function of customer support or for that matter, account management or client services. Those functions are driven by goals that are self-serving for the company. Customer Success on the other hand should be a passionate focus on customer and the value delivered to them.