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Customer success has become an industry buzz word. But precisely what is customer success, and how can companies benefit from it? 

In this special global edition, we hear from our Canadian team:

· Bibi Sofowote, Producer and Host of Interesting Humans Podcast 

· Anthony Karim, Vice President of Vendor Management at Ingram Micro

Anthony calls customer success “managed services on steroids.” Customer success is making sure that customers receive all the value they can from the products or solutions they purchased. The essence of these descriptions highlights the notion that customer success is about providing value to customers, so they keep "coming back for more." In other words, effective customer success ensures business continuity.  

One heavy-hitting acknowledgment that arose from the discussion is that technology—no matter how new and exciting—quickly becomes commoditized. We can think of the example of cybersecurity that is now a standardized component of most IT solutions. What therefore differentiates a company from its competitors is customer success—the proactive measure that ensures that the full value of a product or service is fully transferred to the customer before they even need to call customer service.

Want to know more? Connect with the Canadian CX team on our Express Hub.