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

Ragna Ghoreishi

Marketing Review St.Gallen, 2024, vol. 41, issue 3, 38-45

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.

Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.econstor.eu/bitstream/10419/316672/1/MRSG_2024_3_38_45.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:zbw:hsgmrs:316672

Access Statistics for this article

Marketing Review St.Gallen is currently edited by Sven Reinecke, Thomas Bieger, Johanna Gollnhofer, Dennis Herhausen, Andreas Herrmann, Christian Hildebrand, Thomas Rudolph, Christian Schmitz, Marcus Schögel, Torsten Tomczak, Dirk Zupancic, Christian Belz, Heinz Weinhold-Stünzi

More articles in Marketing Review St.Gallen from Universität St.Gallen, Institut für Marketing und Customer Insight
Bibliographic data for series maintained by ZBW - Leibniz Information Centre for Economics ().