Leveraging behavioral science in customer success

When applied correctly, automation, automation, and AI-enabled customer success will open up additional prospects in the future to transform the CS landscape completely.

To speak in layman’s terms: you build a product, you market that product, you then sell that product, and the customer uses the product. In this most basic form, this is the lifecycle of a product and one that most businesses will follow (to a certain degree).

Scaling customer success requires understanding scale, forming partnerships, aligning metrics, implementing technology, building an agile team, achieving quick wins, defining strategy, and engaging customers, says Doug Norton, Head of Scaled Customer Success at Bill.