The Customer Success Playbook

Customer success is a top priority for every business. Companies are spending more on customer success than ever before. Yet despite this investment in the customer experience, many businesses are still failing to meet their customers’ needs. Customer success should be a core part of your company’s strategy—and it should involve more than just churn rate and retention rates. Here’s why:

The definition of customer success

Customer success is a combination of business and customer outcomes. It’s more than just keeping customers happy; it’s about growing your business and having satisfied customers who will come back for more.The ability to retain, grow and delight your customers by achieving their goals with the support of your company using a measure of customer retention, growth, and satisfaction that provides value for both sides:

An organization measures its level of success through metrics such as churn rate or pipeline volume; while businesses measure their performance based on how well they meet customer needs.

Customer success management

Customer success management (CSM) is a strategic approach to managing customer relationships. CSM is a process, philosophy, mindset, and culture that drives the entire customer life cycle from acquisition through long-term retention.

The goal of CSM is to ensure that your customers have an amazing experience with your company and feel confident in their decision to do business with you. CSM is not just about selling more products—it’s about building long-lasting relationships with your customers and turning them into advocates for your brand.

Customer success strategy

Customer success is a customer-focused approach to product management, which means you have to think about what your customers need, and then build products that deliver on those needs. This may sound obvious, but it’s not something many companies do well. The customer success strategy is the framework you use to guide your efforts in customer success. It includes:

  • The way you measure success
  • Your product roadmap priorities
  • Sales techniques or programs that drive customer adoption

Customer success engagement

Customer success is a long-term relationship. It’s not something you can check off your to-do list and call it a day. The best customer success teams are always striving to get better at what they do by focusing on the needs of their customers, using data to guide their decisions and building relationships with their partners.Customer success is a continuous process as it is not something that happens once or twice; it’s an ongoing commitment from both sides as you work together toward mutually beneficial goals.

It requires a solid partnership between your company and its customers, where both parties benefit from working together toward common goals over time (rather than just providing one-time solutions). It is an investment in time, money, resources, and effort—it’s not something that can be accomplished overnight or with limited resources at hand but rather requires consistent dedication for things like onboarding new users/customers to go smoothly each time around without having any major hiccups along the way.

Customer success implementation

Customer success implementation is the process of implementing customer success best practices. This can be a long and arduous process, as it requires a lot of communication between you and your customers.You’ll want to start by explaining what your company’s roadmap looks like so that they have an idea of where their product will be headed in the future. They might have ideas for how they could make use of new features that you hadn’t even considered yet.


Customer success is a vital part of any business. It allows companies to understand what their customers are looking for and how they can improve the experience of using their product or service. Customer success can be defined as a proactive approach to ensuring customer satisfaction by building relationships based on trust and loyalty throughout the customer lifecycle.