The pros and cons of customer success
Posted: Tue Jan 28, 2025 7:02 am
The Customer Success Benefits
The benefits of Customer Success are:
Preventing churn and cancellations of your products and services
Increase sales by upselling and cross-selling to existing customers
Increased customer lifetime value (LTV) leads to increased trust in companies
Disadvantages of Customer Success
The disadvantages of Customer Success are as follows:
Customers will need a safe community where they can share information in a positive way.
It takes time to establish a system for receiving feedback on customer requests.
Operation requires time and manpower, making it difficult for small companies to adopt
The difference between customer support hospital mailing address list and customer success
A term that is easily confused with customer success is "customer support."
The big difference between customer “success” and customer “support” is the attitude toward resolving customer problems.
While customer success anticipates the issues that customers will face and provides ongoing support to get ahead of them and prevent problems from occurring, customer support responds quickly to and resolves issues when a customer becomes aware of them and presents them.
The roles of both parties can be summarised in the table below:
Customer Success Customer Support
role
Delivering successful customer experiences Resolving customer issues and
handling complaints
Customer
engagement Proactive and proactive Passive,
on request
Target indicators Customer Success Efficient solution
Required skills Skills to grasp latent needs that even customers are not aware of
Ability to respond quickly and accurately to customer inquiries
Organizational Position Communicate closely with each department and
work together to achieve customer success.
Complete customer support within your own department
How to engage with customers Continuous One-off
As you can see from this table, customer success and customer support each have different roles. Therefore, it is important to create a system that balances the two, rather than focusing on just one.
What is the customer touch model in Customer Success?
In Customer Success, there are three main touch models:
Tech Touch
Low Touch
High five
The touch model is a typology of how a company interacts with its customers.
We will introduce you to how each of them deals with it.
Tech Touch
Tech Touch is a way of interacting with customers without having individual conversations, but rather following up through means such as communities, seminars, and mass messages.
Typically, we use a tech touch on customers with low LTV (lower/standard plans).
You will be interacting with many customers through a tech touch, and if the content is substantial, customers will be able to "self-onboard."
Low Touch
Low-touch is when one customer success representative is responsible for multiple customers.
The key point is that the person in charge does not always work alongside the customer, but only contacts them when necessary.
High five
High-touch is a method of interaction in which one person (dedicated person) is assigned to each customer and provides thorough follow-up (running alongside) through phone calls and face-to-face sessions.
In the early stages of service provision or for services with relatively high unit prices, such as those aimed at wealthy customers, high-touch customer success is used.
The benefits of Customer Success are:
Preventing churn and cancellations of your products and services
Increase sales by upselling and cross-selling to existing customers
Increased customer lifetime value (LTV) leads to increased trust in companies
Disadvantages of Customer Success
The disadvantages of Customer Success are as follows:
Customers will need a safe community where they can share information in a positive way.
It takes time to establish a system for receiving feedback on customer requests.
Operation requires time and manpower, making it difficult for small companies to adopt
The difference between customer support hospital mailing address list and customer success
A term that is easily confused with customer success is "customer support."
The big difference between customer “success” and customer “support” is the attitude toward resolving customer problems.
While customer success anticipates the issues that customers will face and provides ongoing support to get ahead of them and prevent problems from occurring, customer support responds quickly to and resolves issues when a customer becomes aware of them and presents them.
The roles of both parties can be summarised in the table below:
Customer Success Customer Support
role
Delivering successful customer experiences Resolving customer issues and
handling complaints
Customer
engagement Proactive and proactive Passive,
on request
Target indicators Customer Success Efficient solution
Required skills Skills to grasp latent needs that even customers are not aware of
Ability to respond quickly and accurately to customer inquiries
Organizational Position Communicate closely with each department and
work together to achieve customer success.
Complete customer support within your own department
How to engage with customers Continuous One-off
As you can see from this table, customer success and customer support each have different roles. Therefore, it is important to create a system that balances the two, rather than focusing on just one.
What is the customer touch model in Customer Success?
In Customer Success, there are three main touch models:
Tech Touch
Low Touch
High five
The touch model is a typology of how a company interacts with its customers.
We will introduce you to how each of them deals with it.
Tech Touch
Tech Touch is a way of interacting with customers without having individual conversations, but rather following up through means such as communities, seminars, and mass messages.
Typically, we use a tech touch on customers with low LTV (lower/standard plans).
You will be interacting with many customers through a tech touch, and if the content is substantial, customers will be able to "self-onboard."
Low Touch
Low-touch is when one customer success representative is responsible for multiple customers.
The key point is that the person in charge does not always work alongside the customer, but only contacts them when necessary.
High five
High-touch is a method of interaction in which one person (dedicated person) is assigned to each customer and provides thorough follow-up (running alongside) through phone calls and face-to-face sessions.
In the early stages of service provision or for services with relatively high unit prices, such as those aimed at wealthy customers, high-touch customer success is used.