{"id":3077,"date":"2022-01-31T14:39:52","date_gmt":"2022-01-31T13:39:52","guid":{"rendered":"https:\/\/interesting-jones.178-33-83-176.plesk.page\/customer-success-what-are-the-5-kpis-to-keep-in-mind\/"},"modified":"2026-08-04T15:05:35","modified_gmt":"2026-08-04T14:05:35","slug":"customer-success-what-are-the-5-kpis-to-keep-in-mind","status":"publish","type":"post","link":"https:\/\/interesting-jones.178-33-83-176.plesk.page\/en\/customer-success-what-are-the-5-kpis-to-keep-in-mind\/","title":{"rendered":"Customer success: what are the 5 KPIs to keep in mind?"},"content":{"rendered":"

In companies the figure of the customer success manager<\/strong> is spreading rapidly, whose task is to improve the customer experience and intercept their needs. In this article I explain to you what customer success is<\/strong> and how to make the most of it, but first of all it is appropriate to make a current assessment of the period we are living in.<\/p>\n

The pandemic has accelerated the digitisation of services, transferring a large part of the market to the web. Undoubtedly this represented an advantage for those who already operated online, but it also brought with it greater competition. So what happened? That the markets to be shared have considerably contracted and competition has become ruthless.<\/p>\n

In addition there is the evolution of the average customer to consider, much more attentive and informed about market offers. Those who browse the web know that they can find everything, so they carry out a long search before proceeding to the purchase. It is from this perspective that the shopping experience fits in, which must provide for the customer’s needs from A to Z.<\/p>\n

An excellent marketing team and an excellent sales team certainly represent a good start to capturing customers and increasing sales, but they are not sufficient. To optimise one’s marketing strategies, which keep in mind all the aspects of the new online market, the figure of the customer success manager<\/strong> was born. We at We Are Fiber<\/strong> have this and other indispensable figures in our staff, such as the digital customer care specialist<\/a>, in order to provide customers with a unique experience aimed at building their loyalty.<\/p>\n

More and more companies request specialised figures in outsourcing from us and the results prove us right. Our clients have in fact observed a cut in costs and a customer satisfaction<\/strong> equal to 99%.<\/p>\n

What is customer success?<\/h2>\n

\"customer<\/p>\n

The literal translation of customer success<\/strong> is “success of the customer”, since their happiness is the objective pursued by companies. In more detail, this term refers to that business methodology that allows the customer to reach their objectives through the use of a product or a service.<\/p>\n

A close relationship is created between seller and customer, who is no longer a passive part, but an active one throughout the sales process. In this way a “win-win” relationship is born, in which both actors in play draw benefits from it. The advantages obtained are:<\/p>\n