What is Customer Success?

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Customer success refers to helping your customers use your company's products and services effectively to achieve their business goals.

Customer Success doesn't just provide support, it proactively works to help customers achieve their goals.

Done right, customer success can lead to increased customer satisfaction, retention, and increased upselling and cross-selling opportunities.

As a result, implementing customer success can increase a company's revenue.

Differences from customer support
A visual explanation of the difference between customer france whatsapp number data success and customer support
Customer support is a reactive role that deals with customer issues and questions.

Specifically, the role of Customer Success is to respond to customer inquiries.

Customer Success, on the other hand, understands customer needs and provides proactive support before issues arise.

In other words, customer support is about resolving problems as they arise, while customer success is about supporting customers over the long term.

The significance of setting KPIs
In order to properly evaluate the results of customer success, it is necessary to set KPIs (key performance indicators).

By setting KPIs, you can visualize your relationships with customers and quantitatively measure the value they are deriving from your products and services.

Setting KPIs will help you determine if your customer success efforts are working effectively and take steps to improve if necessary.

12 Customer Success KPIs
(1) LTV (Lifetime Value)
[Definition] The total amount of revenue that a customer brings to a company over their lifetime

[Calculation method]
LTV = average purchase amount x average number of purchases x average length of time a customer remains a customer
　Or
LTV = (average monthly revenue per customer) x (average length of time a customer remains a customer (in months))

(Example) If a customer uses a service that costs 10,000 yen per month for two years, the LTV is 240,000 yen.

The higher the LTV, the more likely you are to build a long-term relationship with your customers.

This is an indicator of whether or not you are achieving your role as Customer Success, which is to build long-term relationships with customers.