{"id":5466,"date":"2018-03-01T18:35:40","date_gmt":"2018-03-01T18:35:40","guid":{"rendered":"https:\/\/www.n-able.com\/?p=5466"},"modified":"2021-04-13T20:33:24","modified_gmt":"2021-04-13T19:33:24","slug":"what-customer-success","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/de\/blog\/what-customer-success","title":{"rendered":"What is Customer Success?"},"content":{"rendered":"<p>Customer success management is an emerging business function, and as such, its role and the structure of its execution within an organization are still evolving.\u00a0 However, the important thing for MSPs to understand up front is its focus is on building on the relationships you have with your customers in order to retain and grow their business.<\/p>\n<h3><b>What is Customer Success Management?<\/b><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.n-able.com\/wp-content\/uploads\/blog\/2018\/02\/isuccess.jpg\" alt=\"isuccess.jpg\" width=\"413\" height=\"204\" align=\"left\" hspace=\"5\" data-entity-type=\"\" data-entity-uuid=\"\" \/>Wikipedia\u2019s definition expands on this, citing\u00a0<a class=\"ext\" href=\"https:\/\/en.wikipedia.org\/wiki\/Customer_success\" target=\"_blank\" rel=\"noopener noreferrer\">customer success\u00a0<\/a>management as the \u201cfunction at a company responsible for managing the relationship between a vendor and its customers. The goal of customer success is to make the customer as successful as possible, which in turn improves\u00a0<a class=\"ext\" href=\"https:\/\/en.wik\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer lifetime value<\/a>\u00a0for the vendor.\u201d<\/p>\n<p>In other words, it is how you can keep (and grow) your customers by making them as successful as possible in using your product, with the ultimate goal of creating sustainable corporate profitability and growth.<\/p>\n<p>If your business depends upon continuing income streams from its customers, which is the case with all managed service providers (MSPs) as well as most technology providers, you face a straightforward choice: either you need to actively manage your customer relationships, or hand control over your corporate destiny to the customer and the competition.<\/p>\n<h3><b>Winning Business is Just the Start<\/b><\/h3>\n<p>The reality for any business today is that winning new customers is only the first step in what needs to be a long-term, scientifically managed and directed strategy.<\/p>\n<p>Customer success management provides a framework for this long-term strategy by focusing on the core issue of how to effectively manage the retention and expansion of your existing customer base.\u00a0 To do this, it draws on other functions and activities from around the organization, such as marketing, sales, professional services, training, and support\u2014and pulls them together in a way that meets the needs of the recurring revenue model.<\/p>\n<p>The success of customer success management hangs on three key building blocks: an in-depth knowledge of your customers, effective knowledge of your products, and extensive expertise within your field.<\/p>\n<p>Through onboarding and training, customer success management ensures all customers are fully engaged and getting the value they expect from your product and\/or services.\u00a0You may feel you are doing some of this already, but customer success management is about collecting and analyzing data at every touch point and using that data to make the customers\u2019 experience of your company a seamless, consistent whole.<\/p>\n<h3><b>Our Own Vision of Customer Success<\/b><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.n-able.com\/wp-content\/uploads\/blog\/2018\/02\/2Customersuccess.jpg\" alt=\"2Customersuccess.jpg\" width=\"413\" height=\"204\" align=\"right\" hspace=\"5\" data-entity-type=\"\" data-entity-uuid=\"\" \/>Customer success management is something we have been working on for the past year or so, and this is how we have set out our own vision of exactly what it means to us: \u201cCustomer success will contribute to the SolarWinds MSP growth story by helping customers achieve value with our products, resolving retention barriers in a timely fashion, and ensuring customers are on the right platform for their business.\u201d Or as we like to say a little less formally\u2026 \u201csaving the world, one customer at a time!\u201d<\/p>\n<p>Because ultimately, if you grow, we grow! This mantra can be applied to your MSP business as much as it can to ours; manage your own customer satisfaction and you will see your own company grow. Over the coming series of blogs, we\u2019ll help you understand how we have been building out our customer success strategy. We\u2019ll share some of things we\u2019ve implemented, so you can see parallels with your own business and experiences.<\/p>\n<p>Hopefully, you can draw on our experiences, and it will help you shorten the runway to getting your own customer-success-management strategy off the ground.<\/p>\n<p><em>Kevin Kirkpatrick is senior director, customer success, SolarWinds MSP.<\/em><\/p>\n<p>\u00a9 2018 SolarWinds MSP UK Ltd. All rights reserved.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Acquiring new customers is just the start of the journey. Kevin Kirkpatrick explains why the customer lifetime needs to be scientifically managed.<\/p>\n","protected":false},"author":46,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-5466","post","type-post","status-publish","format-standard","hentry","topic-msp-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is Customer Success? - N-able<\/title>\n<meta name=\"description\" content=\"Acquiring new customers is just the start of the journey. Kevin Kirkpatrick explains why the customer lifetime needs to be scientifically managed.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is Customer Success? - N-able\" \/>\n<meta property=\"og:description\" content=\"Acquiring new customers is just the start of the journey. Kevin Kirkpatrick explains why the customer lifetime needs to be scientifically managed.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success\" \/>\n<meta property=\"og:site_name\" content=\"N-able\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/NableMSP\" \/>\n<meta property=\"article:published_time\" content=\"2018-03-01T18:35:40+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-04-13T19:33:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.n-able.com\/wp-content\/uploads\/blog\/2018\/02\/isuccess.jpg\" \/>\n<meta name=\"author\" content=\"Kevin Kirkpatrick\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Nable\" \/>\n<meta name=\"twitter:site\" content=\"@Nable\" \/>\n<meta name=\"twitter:label1\" content=\"Verfasst von\" \/>\n\t<meta name=\"twitter:data1\" content=\"Kevin Kirkpatrick\" \/>\n\t<meta name=\"twitter:label2\" content=\"Gesch\u00e4tzte Lesezeit\" \/>\n\t<meta name=\"twitter:data2\" content=\"4\u00a0Minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success\"},\"author\":{\"name\":\"Kevin Kirkpatrick\",\"@id\":\"https:\/\/www.n-able.com\/de#\/schema\/person\/0658b48cf090349e96d004aff33f573f\"},\"headline\":\"What is Customer Success?\",\"datePublished\":\"2018-03-01T18:35:40+00:00\",\"dateModified\":\"2021-04-13T19:33:24+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success\"},\"wordCount\":614,\"publisher\":{\"@id\":\"https:\/\/www.n-able.com\/de#organization\"},\"image\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.n-able.com\/wp-content\/uploads\/blog\/2018\/02\/isuccess.jpg\",\"articleSection\":[\"Business Growth\"],\"inLanguage\":\"de\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success\",\"url\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success\",\"name\":\"What is Customer Success? - N-able\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/de#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/what-customer-success#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.n-able.com\/wp-content\/uploads\/blog\/2018\/02\/isuccess.jpg\",\"datePublished\":\"2018-03-01T18:35:40+00:00\",\"dateModified\":\"2021-04-13T19:33:24+00:00\",\"description\":\"Acquiring new customers is just the start of the journey. 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