While customer support sees problems coming at them, customer success tries to pre-empt them. That’s worth a lot. Companies frequently only discover too late that a customer is less than satisfied with the product and service they offer. Here’s an example from our own practice. As part of our own customer success strategy, in 2020, Webs started using the net promotor score – the well-known management tool used to measure customer loyalty. Our score of 35% is something we take pride in (the average score is 14% – article in Dutch). At the same time, at a handful of companies, we achieved no higher than 8%. I met with those customers to find out why. At one company, we implemented a change of consultant. Nothing to do with my colleague’s abilities – just not the right match. By signalling an issue at an early stage, you can avoid the situation that such a customer packs up shop after a year, thanks you for your efforts and heads off to look elsewhere.
Make existing customers happy.