Why is it important to ensure the utilization is high during the customer journey?

High utilization during the customer journey is crucial because it indicates that customers are effectively leveraging the products or services they have invested in, which often correlates with their satisfaction levels. When customers utilize the offerings to their fullest potential, it demonstrates that they are finding value, meeting their needs, and experiencing positive outcomes. This high utilization can lead to increased customer loyalty, a greater likelihood of repeat business, and positive word-of-mouth referrals.

While other factors like sales opportunities, renewals, and relationships with customers are important, they are often influenced by the level of satisfaction that stems from high utilization. If customers are satisfied, they are more likely to engage further with the vendor and make additional purchases. Therefore, monitoring and ensuring high utilization is a foundational aspect of customer success management, directly tied to how customers feel about their overall experience.