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Customer Success Goals

With the rise of SaaS subscription, Customer Success has come a long way. The businesses have shifted focus from reactive support to proactive customer success. The end goal is to make customers successful in achieving the Desired Outcome, but the real question is how?

There isn’t any one-size-fits-all approach since each customer has different success metrics. Businesses have set up different goals for their teams, depending upon customer base and product.

A goal should be achievable, measurable and time bound. Some of the common goals are:

  • Successful Customer Onboarding
  • Nurturing the account, and ongoing training
  • Product Adoption
  • Improve Customer Health Score
  • Quarterly Business Reviews (QBRs)
  • Retention
  • Upsell
  • Referrals
  • Advocacy
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