The Weekly Review

by Chris Bowler

Ian Golding takes the time to discuss the differences between the definitions of several approaches regarding customers. He uses customer experience, customer service, and customer-centric. It’s a good article on the subject and it culminates in his definition of a customer-centric organization:

Putting customer focus at the heart of everything you do, in order to achieve customer satisfaction and loyalty

I’d agree, and it’s essentially how I would define customer success. When customer success is a vital function of your business, your Success team is there is ensure that customer focus is at the heart of everything you do. Or, as I paraphrased Kathy Sierra:

Customer success is about a subtle shift from focusing on making excellent products to making excellent users.

When your focus is there, success for your own company will follow naturally.