You should consider creating a customer success organization unless your business loves chasing new customers to maintain current sales levels and grow.
(Related: Creating Lasting Shareholder Value By Creating Customer Value)
Why? Because Customer Success is a synonym for Customer Value Creation.
And people buy products and services for one reason – they need the value they will get from purchasing and using what you are selling. The sooner they start receiving value, and the longer they keep receiving value, the longer they will remain a customer.
The opposite of remaining a customer is leaving or churning. According to Lincoln Murphy, the leading Customer Success expert, “Churn is just a symptom of an underlying disease. That disease is that our customers are not achieving their Desired Outcome.”
My partners at Thomas Insights posted a two-part article about how Customer Success is an excellent tool for OEMs to help them acquire and retain customers. Read both articles here:
What’s the Secret to Keeping Repeat Customers Committed to Your Business? [Part 1]
About Middlesex Consulting
Middlesex Consulting is an experienced team of professionals with the primary goal of helping capital equipment companies create more value for their clients and stakeholders. Middlesex Consulting continues to provide superior solutions to meet the needs of its clients by focusing on our strengths in Services, Manufacturing, Customer Experience, and Engineering. If you want to learn more about how we can help your organization create more value for your customers, please contact us or check out some free articles and white papers here.
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