Customer success is a term that has many different definitions, but as Venture Beat notes each organization chooses what functions it considers important enough to be included within its meaning of customer success.
Regardless of how you define the term, at the core of every customer success function is the customer. Here’s some other quotes that inspire and give me the power to delight.
Tweet This: Customer success is about more than delivering service or support.
Lincoln Murphy, Growth Hacker at Sixteen Ventures
Tweet This: Give one person responsibility for listening to your customers and authority to act on what they hear.
Guy Letts, Co-Founder of Customersure
Tweet This: Make everyone think about things from the customer’s perspective… design how things work jointly with your customers.
Tweet This: Companies need to prove their worth… if they wish to win their customers’ loyalty.’
Kaiser Mulla-Feroze, CMO at Totango
Tweet This: Focus less on being at the top of every social media channel and more on building easy ways for customers to contact you.
Richard White, Founder & CEO at Uservoice
Tweet This: The biggest barrier to customer success is CEOs not making it an important part of the culture.
Nick Mehta, CEO at Gainsight
Tweet This: Just one phenomenal customer experience can make a world of difference when it comes to word-of-mouth promotion.
Karl Wirth, Founder & CEO at Evergage
Tweet This: Smart companies have realized that customer loyalty is the most powerful sales and marketing tool that they have.
Bill Price, Founder of Driva Solutions
Tweet This: With the shift to the SaaS model, the connection between your customer’s success and your success is much more direct and felt more quickly.
Ken Lownie, Founder of Ken Lownie Consulting Partners
Tweet This: Make sure every single employee in your company knows precisely what value your customers are seeking and how he or she can impact it.
Tom Krackeler, VP & GM Z-Insights Product Line, Zuora
Tweet This: A satisfied customer is the best business strategy of all.
Michael LeBoeuf, Professor Emeritus and Author
Tweet This: We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
Jeff Bezos, Founder of Amazon
Tweet This: Once you create a loyal customer base, it’s tough for a competitor to take that away.
Joe Mansueto, Founder and CEO at Morningstar Inc
Most of your competition spends their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.
Seth Godin, Author
Tweet This: Do what you say you are going to do, when you say you are going to do it, in the way you said you were going to do it.
Larry Winget, Author
Until you know what it takes to achieve success from your customers’ perspective you will just waste valuable time doing things that will have little long-term impact.
Jason Whitehead, CEO at Tri Tuns
Tweet This: As far as the customer is concerned, the interface is the product.
Jef Raskin, Human-Computer interface expert
Tweet This: When you improve your product so it does the customer’s job better, then you gain market share.
Clayton Christensen, Professor at Harvard Business School
Tweet This: My definition of ‘innovative’ is providing value to the customer.
Mary Barra, CEO at General Motors
Tweet This: It’s no longer about interrupting, pitching and closing. It’s about listening, diagnosing, and prescribing.
Mark Roberge, Chief Revenue Officer at Hubspot