The 13 Myths Of Customer Success
1. “CS is About Keeping Customers Happy”
This is one of the most common assumptions people make.
A happy customer is not necessarily successful and here’s why:
2. “AI and Automation Will Replace Human Touch in CS”
It already started replacing redundant and repetitive tasks with thousands of people losing their jobs and the trend will only accelerate.
So you’d better catch up with it fast or you might be left behind soon.
But one thing it will never replace is the genuine human interactions that are fundamental for building trust and empathy with your customers in the long run.
3. “Customer Success is Just About Retention”
Yes, retention is a top priority, but not the only one:
Value Realization
Revenue Growth
Customer Satisfaction
Churn Reduction
Product Improvement
Cross-Functional Collaboration
And so much more!
4. “Customer Success is a One-Time Event”
Customer Success is not Customer Support.
It’s an ongoing process that requires ongoing engagement and proactive communication.
It's not a one-time event, but rather an entire journey that evolves over time.
5. “Customer Success is Only for Large Companies”
Nope, it’s for companies of all sizes, from startups to big global enterprises.
It's about understanding customer needs and delivering value, regardless of the company's scale.
6. Customer Success is Only the CS Team's Job
One big myth is that customer success is solely the responsibility of the CS team.
In reality, it requires teamwork across departments to improve the entire customer experience.
7. Customer Success Always Agrees with Customers
Contrary to popular belief, effective customer success involves balancing customer needs with product priorities, not just saying yes to everything.
8. Customer Success is Just Like Customer Support
While related, customer success and support have different focuses.
Customer Success aims for long-term satisfaction, while support handles immediate issues.
9. Customer Success Just Follows Best Practices
It's not just about following a set formula.
Effective customer success requires a personalized approach for each customer.
10. CS Does All the Tasks That Have No Owners
There's a misconception that CS handles only tasks other departments don’t want to own, which can be counterproductive.
In reality, CS involves strategic roles beyond just becoming the everything department as would say Rav Dhaliwal.
11. CS is Only About Service
CS goes beyond service to include functions like upselling and preventing churn.
It plays a key role in driving satisfaction and business growth.
12. CS Doesn't Need Sales Skills
Selling is actually key to customer success.
CSMs need to engage in sales activities to some extend to nurture strong customer relationships.
13. CS Doesn't Require Technical Knowledge
While not the main focus, technical understanding can improve how CSMs deliver laser adapted solutions to customers.
And That’s It
There are many other myths we need to debunk.
But there is one truth that sets the foundations for everything else:
“Customer Success runs best when the company delivers on its promise.” - Hakan Ozturk
CS is built with empathy but thrives on delivering measurable outcomes for customers.
It's time to move beyond misconceptions and drive real change that boosts customer experiences and helps you build long-term success with your customers!
I hope that helps,
-Hakan.
Any comments or suggestions?
Reply to this email or send me a DM: