Customer Satisfaction is dead. Say Hello! to a new best practice

‍‍“Customer Success is just another buzzword, but does it really matter?”Buzzwords come and go. However,a quick peek into their journey helps assess which are likely to stay. Consider this global comparison of various Customer-related terms, in the past 1.5 decades (source: Google Trends). This is a simple analysis of using Google Trend’s ‘Interest over time’ feature.The search-terms ‘Customer Satisfaction’and ‘Customer Delight’ rapidly declined in the past 15 years. In other words –as concepts, these two terms have indeed faded.Instead, ‘Customer Success' and ‘Customer Service’ show an almost contrary pattern. Fair to conclude that these two terms have steadily generated interest, possibly even become synonymous with customer best practices. “Alright, so Customer Success is a new best practice. Care to explain what it is?”Customer Success is not just another department/ function in an organization. It is a company-wide commitment to achieve success, marshal teams together and work towards adding more value to customers. It cannot lie buried in mission statements, as merely 'Customer Satisfaction'.Instead, it must manifest in real, everyday actions across business functions; actions that aim to deliver customer delight… be it Sales, Product Development, Research & Innovation,Human Resources or Finance.In today’s Everything-as-a-Service world, Customer Success is a Top 5 business ...


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