Which definition of customer success is true?

The concept of customer success is fundamentally centered on the customer's journey and their experiences with a product. In this context, the definition that emphasizes ensuring that customers achieve both their expected and unexpected outcomes while utilizing the product accurately captures the essence of customer success.

When a customer successfully realizes the value of a product—in both anticipated and unforeseen ways—it fosters a positive relationship that leads to higher satisfaction and loyalty. This approach not only focuses on retaining customers but also on enhancing their interaction with the product, which in turn can lead to increased usage and advocacy. Overall, achieving desired outcomes is crucial for fostering long-term partnerships and minimizing churn.

The other definitions emphasize aspects that, while important, do not fully encompass the broader scope of customer success. For instance, while minimizing churn and increasing recurring revenue are significant business goals, they are outcomes of successful engagement rather than direct definitions of what customer success truly means. Similarly, guaranteeing that customers are on the latest software releases and measuring Net Promoter Scores reflect specific activities or metrics rather than the holistic view of ensuring overall customer satisfaction and success.