Talk:Customer success

wrong perspective

The entire article is about business success. "Customer success" appears to be a marketing euphemism and meek disguise for newly created job roles that serve no purpose but to convince customers that their perceived gain is higher than it actually is. -- Kku (talk) 11:39, 13 March 2017 (UTC)

Agreed, it is a nebulous role. It appears very similar to an account manager, although it does appear to differ significantly. Regardless, it is gaining traction and has become a common term in the SaaS industry. Therefore, it is worth having a page dedicated to explaining what it is, or at least what the industry perceives it to be. Molingrad (talk) 14:12, 9 June 2017 (UTC)

Agreed that it deserves its own page. I've worked in the "customer success" industry for the last 10 years. And, while nebulous at first, it has begun to take a greater form in the industry. A majority of Saas based companies have "CSM" positions available. I believe it should stay as it's own page.

merge discussion

There is a lot of buzz in the customer relationship industry which seems to cause a lot of buzzwords saying the same thing. This is reflected in the markup on the Customer_success page. I would argue that customer_attrition, customer_success, and customer_retention can all be merged under the "In practice" section within [[customer-relationship management] ArlJJAS (talk) 18:00, 19 January 2019 (UTC) — Preceding unsigned comment added by ArlJJAS (talk • contribs)

I disagree. Strongly. While I understand your point of view, the "Customer Success" Field is a vast one that will continue to mature. I believe the hierarchy should start with Customer Success Management with subfunctions being the above notations: Relationship Management, Customer Attrition, Customer Retention. Success is not predicated on a "relationship manager" it is a much broader set of functions.

Updated definition for consideration

With over 25 years' experience plus Masters level research in the customer field I would like to propose an updated definition of customer success or Client Success.

To create sustainable value by doing what's best for one's clients. This means achieving their desired outcomes while looking after their best interests as much as the company's bottom line. The goal of customer success is to honourably make the customer as successful as possible, which in turn improves customer life-time value for the company.

Some key points: (a) To look after a customer's best interests does not assume one places the customer's interests ahead of the company's as that would be unsustainable and thus not in the customer's best interests after all. It does assume, however, that business leaders sometimes fall into the trap of placing the company's financial interests on such a pedestal that at times it may lead to customer harm. (b) To honourably make the customer as successful as possible expresses not only a determination to achieve good outcomes for the customer but a commitment to do so ethically. For example, to be fair and honest in customer dealings; to design products that are good for customers; to communicate clearly; to conduct business with integrity - genuinely looking out for customers' best interests.

If this definition is too much of a departure from the existing definition of Customer Success, I would propose a new section called Client Success if there is agreement that it would be good for society to have businesses endeavouring to achieve client success. https://en.wikipedia.org/w/index.php?title=Talk:Customer_success&action=edit&section=new — Preceding unsigned comment added by Samantha JT Burns (talk • contribs) 15:51, 23 September 2019 (UTC)