Free Privileged Account Discovery Tool: Identify & secure credentials to stop lateral movement. Download Free

BeyondTrust
  • Products
    Privileged Password Management
    Discover, manage, audit, and monitor privileged accounts
    Password Safe DevOps Secrets Safe
    Endpoint Privilege Management
    Manage privileges on Windows, Mac, Linux, and Unix endpoints
    Windows and Mac Unix and Linux Active Directory Bridge
    Secure Remote Access
    Centrally manage and secure remote access for service desks and vendors
    Remote Support Privileged Remote Access
    BeyondInsight Analytics
    See All Solutions
  • Resources

    Universal Privilege Management

    Our innovative Universal Privilege Management approach secures every user, asset, and session across your entire enterprise.

    Watch Video

    Learn

    Case Studies
    Competitor Comparisons
    Datasheets
    Glossary
    Product Demos
    Whitepapers

    Attend

    Events
    Go Beyond
    Training
    Webinars

    Support

    Changelog
    Professional Services
    Technical Documentation
  • Blog
  • Partners
  • Contact
  • Support
  • Services
  • Training
  • Events
  • Company

What is customer success?

October 20, 2017

  • Blog
  • Archive

You may have come across the term Customer Success, and perhaps you thought it was a new concept, or a rehashing of an old concept, or just the latest business fad? In the following the post, I will debunk two of the most common misconceptions about what Customer Success is and then give you my opinion of what Customer Success should, and could be.

Myth: “Customer Success is just a 21st Century rebranding of Customer Service”

Customer Success is so frequently, and so broadly misunderstood as it is used in various different ways by different businesses. I would always advise when seeking out job opportunities within Customer Success to get a clear picture of what a Customer Success means to that company specifically to ensure that you are both on the same page. It may be true for some companies that they have just renamed their Customer Service department to fit in with the trend of Customer Success. However, in my opinion, this is doing a disservice to the potential of what Customer Success can be and any company doing that is missing an opportunity to deliver something truly special to their customers and develop true brand loyalty.

Myth: “Customer Success is a nice way of disguising selling to existing customers”

Let’s get one thing straight first: selling to existing customers is not a dirty concept, it does need to be done and often for the customer’s benefit and in line with their growing and developing requirements. However, a team that is solely focussed on selling things to existing customers also, in my opinion, ought not be labeled as ‘Customer Success’ as that is a biased opinion of what “success” means. Here it would mean success is for the vendor in selling more things and increasing revenue from the existing client base, whereas it ought to be a customer centric form of success – whereby the customer achieves what they set out to when they purchased the solution. The utopia is a mutually beneficial relationship whereby the business offers a product or service to the customer and uses their Customer Success processes to ensure that item A is deemed to be a success, that business can then confidently and appropriately suggest and position item B with the customer without being pushy or unwarranted.

So, what is Customer Success?

At Avecto our Customer Success mission is about collaborating with our customers, getting to know them before they are even officially a customer, understanding their goals, and proactively engaging with them throughout their journey with us to ensure they are progressing well with the solution. We consistently provide a source of education on the solution and anything that’s new in order to equip our customers to get the maximum value from their original investment in us. We aim to build true partnerships with our customers; and that is something that just rebranding your existing customer service team or customer sales team will never be able to achieve.

Katy Batley

Stay Up To Date

Get the latest news, ideas, and tactics from BeyondTrust. You may unsubscribe at any time.

I agree to receive product related communications from BeyondTrust as detailed in the Privacy Policy, and I may manage my preferences or withdraw my consent at any time.

You May Also Be Interested In:

Webcasts | February 09, 2021

Customer Webinar: Remote Support 21.1 Released!

Webcasts | February 24, 2021

Your PAM 2021 Blueprint: Securing Privileged Accounts for On-Premises and Cloud Assets

Whitepapers

Evolving Privileged Identity Management (PIM) In The 'Next Normal'

BeyondTrust Logo
  • Facebook
  • Twitter
  • LinkedIn

Keep up with BeyondTrust

I agree to receive product related communications from BeyondTrust as detailed in the Privacy Policy, and I may manage my preferences or withdraw my consent at any time.

Customer Support
Contact Sales

Products

  • Endpoint Privilege Management
  • Password Management
  • Privileged Remote Access
  • DevOps Secrets Safe
  • Remote Support

Resources

  • Blog
  • Case Studies
  • Competitor Comparisons
  • Datasheets
  • Glossary
  • Videos
  • Webcasts
  • Whitepapers

About

  • Company
  • Careers
  • Contact
  • Events
  • Leadership Team
  • Partner Program
  • Press

Languages

  • English
  • German
  • French
  • Spanish
  • Korean
  • Portuguese
  • Japanese
  • Privacy
  • Security
  • Manage Cookies
  • WEEE Compliance

Copyright © 1999 — 2020 BeyondTrust Corporation. All rights reserved. Other trademarks identified on this page are owned by their respective owners. BeyondTrust Corporation is not a chartered bank or trust company, or depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.