Customer Success (CS) is a strategic approach that aims to ensure that customers achieve the desired results when using a company's products or services. More than reactive support, CS is proactive, anticipating problems and offering solutions before customers even realize their needs.
In a competitive market where customer retention is as important as acquisition, CS plays a crucial role. According to HubSpot data, increasing customer retention by 5% can increase a company’s profits by between 25% and 95%. This shows that, in addition to reducing churn, an effective CS strategy also increases the lifetime value (LTV) of customers and generates upsell and cross-sell opportunities.
Why Many Companies Fail Without a CS Strategy
Companies that neglect Customer buy phone number list Success often face high churn rates, dissatisfaction, and difficulty building lasting relationships with their customers. A Salesforce report revealed that 76% of consumers expect companies to understand their needs and expectations.
However, when the relationship is based solely on solving specific problems, the customer may not perceive enough value to continue investing in the product or service.
Without a well-structured CS strategy, it is common for companies to face:
High Churn: Customers stop using the product because they don’t see the value.
Lack of Engagement: Without follow-up, many customers do not utilize the full potential of the service.
Fewer Referrals: Satisfied customers are more likely to recommend the company, but this is rare without proactive support.
The benefits of a well-structured CS strategy
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