Customer success is a department – supposed to manage relationship between vendor and its customers. The sole goal of customer success is to make customer successfully by making sure they get most out of the services which ultimately helps vendor reducing churn rate or improving customer lifetime value (CLTV).
To help customer get most out of the product or services – customer success manager also known as client advocate has to build a good rapport with customer by providing them support with all of their requests, training and coaching best practices.
Our customer success resources work as a hub between departments and customer. With the collaboration of everybody (all the departments) an effective process is designed and then a resource is assigned with list of customers that he needs to build relationship with, know about customer and make sure they are getting most out of the services. Once resource has built a good relationship with clients – that helps him to upsell.
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