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The people side of customer success expert insights on core principles and the transformative impact of AI

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  • Ghoreishi, Ragna

Abstract

This article explores the transformative power of customer success (CS) for business growth. Originally focused on after-sales support, CS now prioritizes longterm customer relationships. By employing the right talent and leveraging artificial intelligence (AI), companies can optimize customer care and boost revenue. CS is especially critical during economic downturns, when customer retention becomes paramount. It offers comprehensive support, from onboarding to increased product usage, fostering a win-win situation. To achieve this, CS requires skilled staff with strong relationshipbuilding and empathy skills. Responsible use of generative AI will boost efficiency gains for CS and will enable hyperpersonalization for customer experiences.

Suggested Citation

  • Ghoreishi, Ragna, 2024. "The people side of customer success expert insights on core principles and the transformative impact of AI," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 41(3), pages 38-45.
    • Handle: RePEc:zbw:hsgmrs:316672
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