{"id":4986,"date":"2017-06-14T11:46:53","date_gmt":"2017-06-14T08:46:53","guid":{"rendered":"https:\/\/${domain}\/blog\/?p=4986"},"modified":"2025-04-30T15:49:29","modified_gmt":"2025-04-30T12:49:29","slug":"customer-success-center-of-income-source-of-costs","status":"publish","type":"post","link":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/","title":{"rendered":"Customer Success. A Center of Income or Source of Costs?"},"content":{"rendered":"<p>Customer success has already become a household term. According to <a href=\"https:\/\/trends.google.com\/trends\/explore?date=all&amp;q=customer%2520success\" rel=\"nofollow\">Google Trends<\/a>, the search volume for \u201ccustomer success\u201d has grown a lot since 2012, and the tendency seems to sustain.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4987 aligncenter\" src=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture1.png\" alt=\"customer success google trends\" width=\"943\" height=\"494\" srcset=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture1.png 943w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture1-768x402.png 768w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture1-418x219.png 418w\" sizes=\"auto, (max-width: 943px) 100vw, 943px\" \/><\/p>\n<p>Moreover, <a href=\"http:\/\/www.gartner.com\/binaries\/content\/assets\/gml\/ki-pages\/research-primers\/a925c1dd-9211-44bf-95af-77163d4b540b_gartner_for_marketers_customer_experience_primer.pdf\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Gartner<\/a> states that 89% of businesses already compete primarily on the basis of customer experience.<\/p>\n<p>If the current trends continue, we can expect customer success to become a major competitive advantage in 5 years. Those companies that fail to adapt to the new rules will be simply left behind. That\u2019s why it is critical to start adjusting your business now.<\/p>\n<p>But first, let\u2019s figure out what customer success is.<\/p>\n<h3>What\u2019s customer success?<\/h3>\n<p>According to <a href=\"https:\/\/en.wikipedia.org\/wiki\/Customer_Success\">Wikipedia<\/a>, customer success is the function of a company responsible for managing the <strong>relationship<\/strong> between a company and its customers. The goal of customer success to make the clients as <strong>successful <\/strong>as possible, which in turn, improves their <strong>lifetime value<\/strong> for the business.<\/p>\n<p>Lincoln Murphy defines customer success as making your customers achieve their desired results through their interactions with your business.<\/p>\n<p>I fully support the latter statement, since customer success lies well beyond common business metrics. That\u2019s why the first thing I do when hiring a customer success manager is to ask the potential candidates what \u201ccustomer success\u201d means to them. If they think the primary goal is to bring money into the company, they\u2019ll fail the interview.<\/p>\n<p>Having conducted a thorough analysis of business-customer relations over the years, I outlined the key principles of customer success management.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_81 counter-hierarchy ez-toc-counter ez-toc-white ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69edbaccd8623\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69edbaccd8623\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#Main_principles_of_customer_success\" >Main principles of customer success<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#How_to_shift_to_the_customer_success_approach\" >How to shift to the customer success approach?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#Whats_next\" >What\u2019s next?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#How_we_ensure_customer_success\" >How we ensure customer success<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#Wrap_up\" >Wrap up<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Main_principles_of_customer_success\"><\/span>Main principles of customer success<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3>1. Put your customer\u2019s success in the first place<\/h3>\n<blockquote><p><em>90% of business metrics focus on the success of a company, not a client.<\/em><\/p><\/blockquote>\n<p>Here are the most common mistake companies make. When they apply business metrics to measure customer success, they end up measuring their own KPIs and revenues, forgetting about the underlying principle.<\/p>\n<p>This way, they try to prove the success of their management in the first place, which is wrong by definition.<\/p>\n<p>An effective customer success approach, if used correctly, will result in the improvement of your own business metrics. So if you want to do it right, make sure your customers achieve the desired results <strong>BEFORE<\/strong> evaluating your performance.<\/p>\n<h3>2. Customer happiness doesn\u2019t always mean a success<\/h3>\n<p>Keep in mind that a happy client is not necessarily a successful client.<\/p>\n<p>I saw this many times in real life. When customers are happy with the quality of service you provide, you can persuade them to buy anything, especially in the case of direct sales. However, if the purchase doesn\u2019t help them to reach their goals, they will hardly be successful.<\/p>\n<p>Thus, your primary task is to change the mindset. The simple flogging of products even through supreme customer service is no longer enough to be successful. You need to put yourself in customers\u2019 shoes to understand what they really need to achieve success.<\/p>\n<h3>3. Focus on problem-solving instead of competitive advantages<\/h3>\n<blockquote><p><em>Theodore Levitt once said: \u201cPeople don\u2019t want to buy a quarter-inch drill. They want a quarter-inch hole\u201d. <\/em><\/p><\/blockquote>\n<p>Lots of companies today make the same critical mistake over and over again. All their activities are focused on their competitive advantages and on what makes their products different from the alternatives.<\/p>\n<p>Yet, the first thing you need to understand is that customers are indifferent to your super-product. The only thing they want is to solve their existing problems.<\/p>\n<p>If you dwell on your competitive advantages, you are addressing rival companies, not your customers. Instead, explain how you can solve the customer\u2019s problems and make their life simpler.<\/p>\n<p>Besides, everyone (and I mean it) in your company has to understand what purpose you serve and what value proposition you provide. Only then, your team will be coordinated coherently so as to deliver as one.<\/p>\n<h3>4. Add your expertise<\/h3>\n<p>It may seem surprising, but customers are ready and willing to share their experience and problems with you. So when you start asking what tasks and issues they have, how they handle them, and so on, customers will feel surrounded with care. If they notice your genuine interest in their business and get professional recommendations for free, they will be more likely to buy something from you in the end.<\/p>\n<p><strong>It\u2019s simple but effective.<\/strong> If you listen to your customers carefully, you can achieve three things:<\/p>\n<ol>\n<li>Give them advice based on your expertise and make them trust you more since it\u2019s way more than selling;<\/li>\n<li>Offer a more relevant product or service aligned with their needs. This way, they will get closer to accomplishing their objectives and will value their relationship with you more;<\/li>\n<li>Your customers will be unlikely to bounce to another vendor after they\u2019ve established closer contacts with you as an expert and advisor.<\/li>\n<\/ol>\n<p>There is another useful aspect of your business. As long as you understand your customers\u2019 real pains and needs, you can adjust your product to please them.<\/p>\n<h3>5. Scale up based on customer experience<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4988\" src=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture2.png\" alt=\"diffusion of innovation and customer success\" width=\"800\" height=\"532\" srcset=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture2.png 800w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture2-768x511.png 768w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/Picture2-418x278.png 418w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><br \/>\nSource: Anneshia Hardy | The Hardy Exchange<\/p>\n<p>For any aspiring startup, the primary goal is pretty clear: to make a loud statement to attract innovators and early adopters and then to overcome the chasm to grab considerable market share.<\/p>\n<blockquote><p><em>More than 80% of new businesses cannot cross the chasm and fail.<\/em><\/p><\/blockquote>\n<p>Customer success is the <strong>only key<\/strong> to overcoming the chasm that impedes the future growth of a company. How? Well, if you provide a product or service, you must find out how customers use it in real life and what real value you create. Based on that information, you\u2019ll be able to adjust the product to the market needs and then scale up your business.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_to_shift_to_the_customer_success_approach\"><\/span>How to shift to the customer success approach?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The key is personalization. You have to create a <strong>personal success plan for every client<\/strong> (and I mean it). Here\u2019s what it should consist of:<\/p>\n<ol>\n<li>Defining the client\u2019s purpose (what success means in this particular case)<\/li>\n<li>Determining metrics and ways of measurement<\/li>\n<li>Agreeing on the target<\/li>\n<li>Setting timelines and milestones<\/li>\n<li>Defining roles and responsibilities<\/li>\n<\/ol>\n<p>To build a good succession plan, you need to keep constantly in touch with a client. And it means a lot of questions! <strong>Here\u2019s what you should focus on during the discussion:<\/strong><\/p>\n<ul>\n<li>WHY: What is success? What are your top strategic priorities?<\/li>\n<li>HOW: How do you do it now? Why do you do it that way?<\/li>\n<li>WHAT: What resources do you have to work with? What are your limitations?<\/li>\n<li>WHO: Who is responsible for the success? Who will you need to involve?<\/li>\n<li>WHEN: What is your timeline? When do you hope to achieve your objectives?<\/li>\n<\/ul>\n<p>After receiving answers, you\u2019ll see how far the customer is from reaching his goals, and what else should be improved to accomplish it. Use this information to help him achieve the desired result, and you\u2019ll build up a strong and lasting relationship.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Whats_next\"><\/span>What\u2019s next?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>As soon as your customer achieves his goals, you have to ask what he wants to do next. If you stop at this point, your customer will be satisfied for a while and move out later. Thus, you need to reevaluate goals all the time. Consider the following questions as soon as the client reaches success:<\/p>\n<ul>\n<li>What further improvement your customer may need?<\/li>\n<li>What is the next success target?<\/li>\n<li>How to expand expertise and services?<\/li>\n<li>How to develop people, teams, and divisions?<\/li>\n<li>How to upgrade the technology?<\/li>\n<\/ul>\n<p>Customer success management is an ongoing process that shouldn\u2019t stop as soon as you reach the primary goal.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_we_ensure_customer_success\"><\/span>How we ensure customer success<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a href=\"https:\/\/weblium.com\/?utm_source=referral_blog&amp;utm_medium=referral&amp;utm_campaign=cust-su&amp;utm_term=1st-link&amp;utm_content=en\">Weblium<\/a> is a do-it-for-me website builder, a platform bridging web design studio and classic site builder.<\/p>\n<p>We created the model by putting ourselves in a customer&#8217;s shoes. Having accumulated 15 years of experience at TemplateMonster, it became clear that<strong> customers see website creation as a very complex process.<\/strong><\/p>\n<p>It comes as no surprise as it involved lots of stages: choosing a studio or finding a freelancer, explaining your requirements,\u00a0dealing with website content, finding hosting and a domain name, managing the site, and so on. The list can go on. Besides, most of the services should be ordered from different providers &#8211; an utterly inconvenient experience, which had to be fixed.<\/p>\n<h3>How we removed all the pain points<\/h3>\n<p>Our communication with a client starts by creating a <strong>website prototype for them completely for free<\/strong>. That&#8217;s how we ensure that we&#8217;re on the same wavelength and minimize misunderstandings.<\/p>\n<p>Our<strong>\u00a0designers create a custom website<\/strong> for a client with regard to their requirements in 72 hours. The customers can suggest any edits and they have a 100% money back\u00a0guarantee if they don&#8217;t like it.<\/p>\n<p>Once it&#8217;s done, we transfer it to the client&#8217;s account. At this point, the website is already hosted on Google Cloud, with a domain name and SSL-certificate connected. After that, the customer can manage the website in a visual editor. To ensure the best experience, our website setup experts provide 24\/7 support to help with any issue.<\/p>\n<p>Plus, we <strong>offer additional services<\/strong>, like content writing and business emails, as well as have trusted partners who can help with online\u00a0promotion.<\/p>\n<p><strong>If you want to experience it all yourself, order your website now. I&#8217;m sure you won&#8217;t be disappointed.\u00a0<\/strong><\/p>\n<p style=\"text-align: center;\"><a class=\"button\" href=\"https:\/\/weblium.com\/?utm_source=referral_blog&amp;utm_medium=referral&amp;utm_campaign=cust-su&amp;utm_term=button&amp;utm_content=en\">Order website<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Wrap_up\"><\/span>Wrap up<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>In a nutshell, it seems that we can no longer talk about the competition through unique ideas or technological advancement.<\/p>\n<p>The current trends and predictions prove that customer success management is gradually becoming the key differentiator. Hence, you have to realize that focus on customer success is a win-win case: your customers get a better experience while your revenue grows.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer success has already become a household term. According to Google Trends, the search volume for \u201ccustomer success\u201d has grown a lot since 2012, and the tendency seems to sustain. Moreover, Gartner states that 89% of businesses already compete primarily on the basis of customer experience. If the current trends continue, we can expect customer &hellip;<\/p>\n","protected":false},"author":35,"featured_media":14271,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[75],"tags":[],"class_list":["post-4986","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-opinions","has-thumb"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Success. A Center of Income or Source of Costs? - Weblium Blog<\/title>\n<meta name=\"description\" content=\"David Braun shares the best practices of customer success management and explains what makes it the main competitive advantage in the modern age\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Success. A Center of Income or Source of Costs? - Weblium Blog\" \/>\n<meta property=\"og:description\" content=\"David Braun shares the best practices of customer success management and explains what makes it the main competitive advantage in the modern age\" \/>\n<meta property=\"og:url\" content=\"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/\" \/>\n<meta property=\"og:site_name\" content=\"Weblium Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/weblium\/\" \/>\n<meta property=\"article:published_time\" content=\"2017-06-14T08:46:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-30T12:49:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/cfrctc.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"1350\" \/>\n\t<meta property=\"og:image:height\" content=\"900\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Iryna Malii\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Weblium\" \/>\n<meta name=\"twitter:site\" content=\"@Weblium\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Iryna Malii\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/\"},\"author\":{\"name\":\"Iryna Malii\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#\\\/schema\\\/person\\\/7d4394918bfd9462d59ff58efd1aad65\"},\"headline\":\"Customer Success. A Center of Income or Source of Costs?\",\"datePublished\":\"2017-06-14T08:46:53+00:00\",\"dateModified\":\"2025-04-30T12:49:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/\"},\"wordCount\":1613,\"commentCount\":2,\"publisher\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/wp.en.weblium.com\\\/wp-content\\\/uploads\\\/2017\\\/06\\\/cfrctc.jpeg\",\"articleSection\":[\"Opinions\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/\",\"url\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/\",\"name\":\"Customer Success. A Center of Income or Source of Costs? - Weblium Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/wp.en.weblium.com\\\/wp-content\\\/uploads\\\/2017\\\/06\\\/cfrctc.jpeg\",\"datePublished\":\"2017-06-14T08:46:53+00:00\",\"dateModified\":\"2025-04-30T12:49:29+00:00\",\"description\":\"David Braun shares the best practices of customer success management and explains what makes it the main competitive advantage in the modern age\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#primaryimage\",\"url\":\"https:\\\/\\\/wp.en.weblium.com\\\/wp-content\\\/uploads\\\/2017\\\/06\\\/cfrctc.jpeg\",\"contentUrl\":\"https:\\\/\\\/wp.en.weblium.com\\\/wp-content\\\/uploads\\\/2017\\\/06\\\/cfrctc.jpeg\",\"width\":1350,\"height\":900},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/customer-success-center-of-income-source-of-costs\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/wp.en.weblium.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Opinions\",\"item\":\"https:\\\/\\\/wp.en.weblium.com\\\/category\\\/opinions\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Customer Success. A Center of Income or Source of Costs?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#website\",\"url\":\"https:\\\/\\\/wp.en.weblium.com\\\/\",\"name\":\"Weblium Blog\",\"description\":\"Weblium Blog\",\"publisher\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/wp.en.weblium.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#organization\",\"name\":\"Weblium\",\"url\":\"https:\\\/\\\/wp.en.weblium.com\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/weblium.com\\\/blog\\\/wp-content\\\/uploads\\\/2020\\\/06\\\/Logo-square-dark-blue.png\",\"contentUrl\":\"https:\\\/\\\/weblium.com\\\/blog\\\/wp-content\\\/uploads\\\/2020\\\/06\\\/Logo-square-dark-blue.png\",\"width\":200,\"height\":200,\"caption\":\"Weblium\"},\"image\":{\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/weblium\\\/\",\"https:\\\/\\\/x.com\\\/Weblium\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/wp.en.weblium.com\\\/#\\\/schema\\\/person\\\/7d4394918bfd9462d59ff58efd1aad65\",\"name\":\"Iryna Malii\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/245943b5d1f2bd4631c815136814a0076d8407a0dfba5e37d28f6789d6ae075a?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/245943b5d1f2bd4631c815136814a0076d8407a0dfba5e37d28f6789d6ae075a?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/245943b5d1f2bd4631c815136814a0076d8407a0dfba5e37d28f6789d6ae075a?s=96&d=mm&r=g\",\"caption\":\"Iryna Malii\"},\"description\":\"Copywriter at Weblium\",\"url\":\"https:\\\/\\\/wp.en.weblium.com\\\/author\\\/imalii91091e19c8\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Success. A Center of Income or Source of Costs? - Weblium Blog","description":"David Braun shares the best practices of customer success management and explains what makes it the main competitive advantage in the modern age","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/","og_locale":"en_US","og_type":"article","og_title":"Customer Success. A Center of Income or Source of Costs? - Weblium Blog","og_description":"David Braun shares the best practices of customer success management and explains what makes it the main competitive advantage in the modern age","og_url":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/","og_site_name":"Weblium Blog","article_publisher":"https:\/\/www.facebook.com\/weblium\/","article_published_time":"2017-06-14T08:46:53+00:00","article_modified_time":"2025-04-30T12:49:29+00:00","og_image":[{"width":1350,"height":900,"url":"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/cfrctc.jpeg","type":"image\/jpeg"}],"author":"Iryna Malii","twitter_card":"summary_large_image","twitter_creator":"@Weblium","twitter_site":"@Weblium","twitter_misc":{"Written by":"Iryna Malii","Est. reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#article","isPartOf":{"@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/"},"author":{"name":"Iryna Malii","@id":"https:\/\/${domain}\/blog\/#\/schema\/person\/7d4394918bfd9462d59ff58efd1aad65"},"headline":"Customer Success. A Center of Income or Source of Costs?","datePublished":"2017-06-14T08:46:53+00:00","dateModified":"2025-04-30T12:49:29+00:00","mainEntityOfPage":{"@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/"},"wordCount":1613,"commentCount":2,"publisher":{"@id":"https:\/\/${domain}\/blog\/#organization"},"image":{"@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#primaryimage"},"thumbnailUrl":"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/cfrctc.jpeg","articleSection":["Opinions"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/","url":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/","name":"Customer Success. A Center of Income or Source of Costs? - Weblium Blog","isPartOf":{"@id":"https:\/\/${domain}\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#primaryimage"},"image":{"@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#primaryimage"},"thumbnailUrl":"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/cfrctc.jpeg","datePublished":"2017-06-14T08:46:53+00:00","dateModified":"2025-04-30T12:49:29+00:00","description":"David Braun shares the best practices of customer success management and explains what makes it the main competitive advantage in the modern age","breadcrumb":{"@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#primaryimage","url":"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/cfrctc.jpeg","contentUrl":"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/cfrctc.jpeg","width":1350,"height":900},{"@type":"BreadcrumbList","@id":"https:\/\/${domain}\/blog\/customer-success-center-of-income-source-of-costs\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/${domain}\/blog\/"},{"@type":"ListItem","position":2,"name":"Opinions","item":"https:\/\/${domain}\/blog\/category\/opinions\/"},{"@type":"ListItem","position":3,"name":"Customer Success. A Center of Income or Source of Costs?"}]},{"@type":"WebSite","@id":"https:\/\/${domain}\/blog\/#website","url":"https:\/\/${domain}\/blog\/","name":"Weblium Blog","description":"Weblium Blog","publisher":{"@id":"https:\/\/${domain}\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/${domain}\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/${domain}\/blog\/#organization","name":"Weblium","url":"https:\/\/${domain}\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/${domain}\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/weblium.com\/blog\/wp-content\/uploads\/2020\/06\/Logo-square-dark-blue.png","contentUrl":"https:\/\/weblium.com\/blog\/wp-content\/uploads\/2020\/06\/Logo-square-dark-blue.png","width":200,"height":200,"caption":"Weblium"},"image":{"@id":"https:\/\/${domain}\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/weblium\/","https:\/\/x.com\/Weblium"]},{"@type":"Person","@id":"https:\/\/${domain}\/blog\/#\/schema\/person\/7d4394918bfd9462d59ff58efd1aad65","name":"Iryna Malii","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/245943b5d1f2bd4631c815136814a0076d8407a0dfba5e37d28f6789d6ae075a?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/245943b5d1f2bd4631c815136814a0076d8407a0dfba5e37d28f6789d6ae075a?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/245943b5d1f2bd4631c815136814a0076d8407a0dfba5e37d28f6789d6ae075a?s=96&d=mm&r=g","caption":"Iryna Malii"},"description":"Copywriter at Weblium","url":"https:\/\/${domain}\/blog\/author\/imalii91091e19c8\/"}]}},"jetpack_featured_media_url":"https:\/\/${domain}\/blog\/wp-content\/uploads\/2017\/06\/cfrctc.jpeg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/posts\/4986","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/users\/35"}],"replies":[{"embeddable":true,"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/comments?post=4986"}],"version-history":[{"count":26,"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/posts\/4986\/revisions"}],"predecessor-version":[{"id":14474,"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/posts\/4986\/revisions\/14474"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/media\/14271"}],"wp:attachment":[{"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/media?parent=4986"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/categories?post=4986"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/${domain}\/blog\/wp-json\/wp\/v2\/tags?post=4986"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}