Interview By Sue Nabeth Moore – Customer Success Evangelist, France
Sue: Why is customer success becoming so important when it is often perceived as an activity which has always been done but was not given the label « customer success »?
Guy: Customer success is often associated with traditional activities such as account management, professional services or support but the activity of customer success is linked to the maturity of the recurring revenue model. Companies with a recurring revenue model such as SaaS depend on their ability to retain and grow. The role of customer success is becoming just as critical as that of sales. Customers prefer now to have the choice of renewing their contract or not with a company. The role of customer success is therefore to do everything to make sure that the customer just keeps coming back.