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Customer Success from the customer and vendor’s point of view

Just a quick doodle to capture this thought I had and a note to accompany it.

Customer Success is the business I’m in. That is, the task of ensuring the customer of my technology platform (mostly this is what it concerns) is successful in the use of the platform.

We both have an interest in being successful but often come at it from different sides. So I plotted it on a graph.

We both have an interest in all of the elements, it’s just the focus that’s slightly different.

The vendor wants to drive usage and adoption. Adoption means the users are using the tool. If they are not satisfied with it they won’t use it. If they are not using it, come renewal time the customer won’t renew.

The customer wants to be happy that the product does what he or she wants it to do and gets the results targeted. NPS stands for Net Promoter Score in case you weren’t sure. It’s a good proxy for happiness :)

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