Successful customer-led growth strategies must include data collection so the CS team can track patterns and discover prevalent trouble spots and successes that they can either fix or lean into for superb customer experiences.
Customer success isn’t the same as customer service. While the overarching goal of both is to create happy customers, the two are vastly different in how they carry out that objective. Both are necessary for software adoption and utilization, but one is not a substitute for the other.
Playbooks provide proactive best practices to help the busy customer success manager (CSM) accomplish more without hiring more. They assist the customer-facing team with a set of repeatable processes and actions to achieve desired outcomes that benefit both the business and the client.