In order to ensure your customers are successful, you need to have a customer success strategy in place. But what is customer success? And why is it so important?

Customer success is the term used to describe a business model where the focus is on ensuring that the customer achieves their desired outcome from using the product or service. This model is mainly adopted by subscription-based businesses, but it can also be applied to other businesses.

There are several reasons why customer success is so important. In this blog post, we will discuss five of them.

1. Increasing Customer Retention Rates

The number one reason why customer success is important is because it increases customer retention rates. If your customers are successful, they are more likely to stay with you and continue using your product or service. On the other hand, they are more likely to churn and go to your competitor if they are not successful.

2. Reducing Support Costs

If your customers are successful, they will need less support. This means that you will be able to reduce your support costs since you will have fewer support tickets to deal with. In addition, you will also be able to reduce onboarding and training costs since your customers will already know how to use your product or service.

3. Increasing Revenue

If your customers are successful, they are more likely to upgrade their subscription or buy additional products from you. They may also recommend your product or service to their friends and colleagues, which can lead to more customers and more revenue for your business.

4. Improving Customer Satisfaction

Customer success also leads to improved customer satisfaction since your customers get what they want from your product or service. They will be happy with your product or service and will continue to use it as long as it meets their needs.

5. Creating Brand Ambassadors

Last but not least, customer success creates brand ambassadors for your business. These are people who love your product or service and tell everyone about it. They may even write positive reviews online or give testimonials that you can use in your marketing materials. Brand ambassadors can help you acquire new customers and grow your business in a very cost-effective way.


As you can see, there are many reasons why customer success is important for businesses. If you want to improve retention rates, reduce support costs, increase revenue, improve customer satisfaction levels, and create brand ambassadors, then you need to focus on ensuring that your customers are successful. It is also a very underrated growth hack for your business!