Customer Success mean helping your customer reach their goals while using your products or services. So post-adoption, are you making them better users capable of hitting those goals? If not, expect them to come crashing back to your world to cancel and never be heard from again.
Systems drive businesses. Unfortunately, a good system is hard to put aside. So smart people and great companies will adhere to them without considering continuing efficacy. So it is important to continually review those system to make sure that they are still serving your goals.
In the Fisherman’s Wharf area of San Francisco, the fast chain In-N-Out Burger has a location. It is a sort of big deal location-wise. Tourists flock to this area of San Francisco, many of them from locations not served by In-N-Out. So they make it a point to treat themselves to this legendary burger establishment.
Dick’s Drive-In is a popular fast food hamburger chain in the Greater Seattle Area. They are a “drive-in” in that you arrive to almost all of their locations via car, then get out and order your food. They do have one non-drive-in location in the Lower Queen Anne neighborhood, which follows the same ordering system