If you aren’t familiar with the concept of Customer Success yet, it’s when your customers achieve their Desired Outcome (what they need to achieve, the way they need to achieve it) through their interactions with your company.
Customer Success begins at the first interaction with prospects by your sales team, and continues across their entire lifecycle, and is required for scalable, repeatable Account Expansion.
Very often, Customer Success and Sales are thought to be on two different sides of the company, almost at odds.
But the best companies have Customer Success as their Operating Philosophy (the best of the best have Customer Success as their Operating Model), and they see that the Customer Success Management org and Sales are more similar than different, and when they bring them together, magical things (read: exponential growth) happen.
Let’s dig into this, shall we?