Customer Success
(ความสำเร็จของลูกค้า)
Definition
Customer Success (ความสำเร็จของลูกค้า) Soft Skill
The ability to ensure customers achieve their desired outcomes while using a product or service, fostering satisfaction, loyalty, and long-term retention.
Expertise Level
Level 1
Basic
1. Understands the basic concepts of customer success and customer needs.
2. Can communicate effectively with customers regarding simple inquiries and feedback.
3. Supports customer onboarding and uses standard procedures for problem resolution.
Level 2
Intermediate
1. Proactively monitors customer health metrics and usage patterns.
2. Can identify potential risks to customer success and suggest appropriate interventions.
3. Builds strong relationships with customers to enhance engagement and satisfaction.
Level 3
Advanced
1. Leads strategic initiatives to maximize customer lifetime value and reduce churn.
2. Develops customized success plans aligning customer goals with business objectives.
3. Influences product or service improvements based on in-depth customer insights.
