Defining "customer success" can feel a bit arbitrary at times. When it comes to customer success, many often wonder which team members it involves. Does customers success fall solely in the hands of your customer support team? Or is it a group effort involving customer support and product?
It's certainly not a one-size-fits-all type of thing. Depending on the company and product, customer success may look very different.
Nick Mehta, CEO of Gainsight, says customer success involves not only acquiring a customer, but expanding their usage and dollar amount over time. Nick compares customer success to an orchestra—where everyone is playing their own instruments, harmoniously together.
Nick also shares how to give customers the outcomes they're looking for with a great customer experience. Plus, a couple more analogies and a few customer success equations you'll want to hear.
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Topics covered in this episode
Why providing customers with a desired outcome is crucial
How to align customer success properly within an organization and how to measure it
- The scoreboard Nick recommends using to help rationalize feedback
- Customer outcomes + great customer experience = customer success