Customer success, a relatively new term mostly attributed to the SaaS field, has evolved dramatically since its inception just a few years ago. The concept of customer success is to arm customers with information about your product to increase adoption, to help with retention, and to reduce customer churn. Having an effective customer success plan means ensuring that your customers are happily using your tool, product, or service, but also ensuring that there are people there along the way to manage the customer lifecycle so that the customer is consistently given top notch treatment. Customer success managers are a new breed of employees focused on this…
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