Lincoln MurphyCustomer Success: The Definitive Guide
Customer success is when your customers achieve their Desired Outcome through their interactions with your company — required outcome plus appropriate experience.
Nick Mehta, Dan Steinman & Lincoln MurphyCustomer Success, 2016
A proactive, real-time function combining sales, service and support to maximise the value customers realise, thereby protecting and growing recurring revenue.
GainsightIndustry framing
The business methodology of ensuring customers achieve their desired outcomes while using your product — outcomes plus experience (CS = CO + CX).
The EclipseFrontiers® LensYou don't retain customers. You retain the outcomes they achieve.