There has been a lot written about customer success (especially with the super acquisition of Gainsight by Vista). 

Everyone has a sense of what a good customer success function does. It keeps customers happy, churn low, and looks for expansion opportunities. But little has been written about what a GREAT customer success function does. That’s likely because customer success, as a function, is rarely great.  

Let’s work together to change that. Here’s what it takes to build a great customer success function. 

Great customer success teams massively increase NPS.

A good customer success team should increase your product’s NPS score by 10 points.  But a great one will increase NPS by 40 points.  

Yes, 40 points. 

That does not happen overnight. And it won’t happen by just giving customers good service. 

Ultimately, the only way to increase NPS is to make the product better for the customer. That doesn’t mean that the product gets better for every customer at once. It probably won’t. The goal of customer success should be to make the product better for groups of customers at a time.