What are Customer Success?
Definition
Proactive vendor support ensuring customers achieve desired outcomes through regular check-ins, usage analytics, optimization recommendations, and renewal management. Customer success differs from technical support by focusing on value realization rather than reactive issue resolution."
Why This Matters
Customer success teams proactively help you maximize value from the software. Unlike technical support which reacts to problems, customer success provides optimization recommendations and ensures you achieve your objectives. Dedicated customer success support often correlates with better outcomes.
Related Terms
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Essential Connections
Training Program
Implementation & Deployment
Structured education to enable user proficiency including live sessions, recorded videos, documentation, certification programs, and ongoing learning resources.
User Adoption
Implementation & Deployment
The rate and extent to which end users actively use new software measured by login frequency, feature utilization, and workflow completion.
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Related RFP Templates
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