Skip to the content

Get A Quote

More Than AccountantsMore Than Accountants
  • Who We Help
    • Sole Trader Accounting
    • Small Business Accountants
    • Limited Company Accountants
    • Partnership
    • Limited Liability Partnerships
    • Contractor Accountants
    • Xero Accountants
  • Online Accountancy Services
    • Company Accounts
    • Tax Returns
    • VAT Returns
    • Bookkeeping Services
    • Financial Reports
    • Payroll Services
  • Knowledge
    • Blog
  • Contact Us
  • Who We Help
    • Sole Trader Accounting
    • Limited Company Accountants
    • Partnership
    • Limited Liability Partnerships
    • Contractor Accountants
  • Online Accountancy Services
    • Company Accounts
    • Tax Returns
    • VAT Returns
    • Bookkeeping Services
    • Financial Reports
    • Payroll Services
  • Quote Online
  • Blog
  • Contact Us
Categories
Entrepreneurship Marketing

Customer Success Breeds Business Success

  • Post author By James Duffy
  • Post date April 18, 2020
  • No Comments on Customer Success Breeds Business Success

If you want to achieve long-term success for your business, then it is essential to ensure that your customers are satisfied (also see reataining customers). After all, unhappy customers will probably share their displeasure with others. Potentially, this can hurt your revenue from upsells as well as your chances of acquiring new customers. In order to keep your churn rates low, you need to provide customer support and customer service. However, most companies are now becoming proactive by focusing more on customer success.

You should not wait until something goes wrong then provide customer support. With customer success, you can ensure that your customers can gain more value from the product or service. According to Dylan Berno of New Breed, neglecting customer success means that you are also neglecting your client’s needs.

By simply providing solutions, your customers will feel that you are not giving them more priority. Instead, you are providing them with what you think will be best for them rather than considering their needs and challenges.

Want to switch to More Than Accountants? You can get an instant quote online by using the form below. In a like for like comparison for services we are up to 70% cheaper than a high street accountant.

Companies will greatly differ based on the customer service that they offer. Businesses can choose to use powerful strategies if they want to offer high-quality service to their customers. Most businesses reveal that they value customer success, however, they are not willing to invest more resources into customer service programs.

Businesses have the potential to grow if only they focus more on customer success. A group of growing businesses is aware that customer success is the key factor that can help their business to grow. Here we will give you the reasons why businesses should consider customer success as a way of growing their revenue.

What is Customer Success?

Table of Contents

  • What is Customer Success?
  • Why do Businesses Need Customer Success?
    • How Does Customer Success Differs From Customer Experience?
  • Customer Success Should Matter
  • Business Growth Can Be Associated With Customer Success
  • Customer Success Begins With Good Service
  • Why Do Customer Service Representatives Leave?
  • Service Teams Are Very Valuable

Customer Success is a certain type of methodology used by businesses to ensure that their customers are happy and satisfied with their product or service. Using an effective method for customer service can help in minimising customer complaints and increase their sales.

Why do Businesses Need Customer Success?

The success of a business will greatly depend on the success of your customer. When your customers succeed after using your product, then they will definitely continue to patronise your product. As a result, your business will likely succeed. Essentially, customer success is all about making sure that your customers can achieve the desired result that they want by using your product.

If you want to achieve customer success, then you will need people, methods, and obviously some information. After all, how are you going to help consumers achieve success using your product if you don’t even know how, why, and when are they going to use it?

How Does Customer Success Differs From Customer Experience?

As we have mentioned earlier, customer success can help organisations in recognising customer experience when it comes to using the products or services. This means that customer experience focuses more on how the product was used. On the contrary, customer success focuses more on the methods in which customers use the products or services from the viewpoint of the customer and the company. This can help in understanding how and why the product was used.

Customer Success Should Matter

Traditionally, businesses will invest most of their resources on sales and marketing. This makes a lot of sense because marketers are the ones who are looking for potential customers. And the ones who will close the deal are the salespeople. However,  what will happen after making a conversion? Most often, it’s only very little.

This is why customers of today believe that these companies, where they buy their products, do not actually care about their success. These companies do not give priority to customer success after closing a deal. This is common for startups and small businesses. But the fact is, it should not be like this.

Numerous businesses are competing online in attracting customers. Unfortunately, it is very difficult to stand out when you are trying to entice new customers. Additionally, attracting new customers can be very costly. As a result, a few businesses are now focusing on their current customers and making them advocates for their brand. By making sure that your customers are successful and happy, then you are building the most effective and powerful promotional channel for your business.

Nowadays, consumers will likely admire companies that can give them excellent customer service. In the previous year, 77% of consumers reveal that they have positive experiences, while 24% are posting their compliments on the company’s social media networks. Your existing customers are the best brand advocates since they can provide an incredible word of mouth to those who are searching for reviews or asking their friends about the product to buy.

Business Growth Can Be Associated With Customer Success

When comparing the service strategy of growing companies against those companies that are not so successful, you will see that growing companies are prioritising customer success. Growing businesses consider customer success as very significant compared to sluggish companies. It is quite surprising that a lot of businesses are capable of growing despite the fact that they don’t value customer’s success. However, since the cost of acquiring new customers has grown so fast, it is unlikely that companies that do not focus on customer success will continue to grow.

21% of growing businesses admit that customer success is very essential. Because of this, we can safely say that these growing businesses have put more priority on customer success. They feel that business is good, hence it is only proper that they should spend more cash on their customer’s success. On the other hand, struggling businesses have to be more careful when spending their money.

The fact is, the leaders of these growing companies are very conscious about cost-efficiency compared to struggling companies. This proves that CEOs and VPs from different companies have different points of view when it comes to customer service. Rather than seeing customer success as an additional cost, it should be considered as a differentiator and a profit contributor. Business leaders who invest in customer success believe that customer success can definitely help their business to grow.

Growing businesses allege that they always aspire to have successful customers. But how can they accomplish this? The simplest way to do this is to invest in their customer service program. More than half, or 55% of growing companies believe that it is very important to invest in their customer service program, compared to 29% of struggling companies.

But where do these investments go? Growing companies will prioritise training for their service representatives so they will have the capacity to handle any situation with the customer. Training customer service representatives is very important for growing businesses.

For growing businesses, customer service representatives are treated as investments. In fact, they are as valuable as lead-generating marketers and profit-generating salespeople. It actually makes sense. Service is a highly valuable aspect. This means that managers should focus more on retention in order to avoid spending more on hiring and training new service representatives.

Finally, in today’s world where customers count a lot, we can assume that businesses that do not prioritise the happiness of their customers won’t probably last for long. However, it is quite amazing that there are still some businesses that are able to grow even if they do no focus more on the satisfaction of their customers.

Customer Success Begins With Good Service

Based on some research, businesses that give importance to customer success can reap more profit benefits and this success will begin with customer service teams. But sad to say, there are times that these teams can also suffer too much pressure which can often affect their way of handling their customers. As a result, it can create inconsistencies and subpar service experiences.

Sometimes the role of customer representatives is difficult most especially if they are dealing with agitated customers and there is only minimal internal support. According to a survey, there are several customer service representatives who feel that they are not given importance and more than half of them are planning to leave their jobs.

The effect of attrition becomes evident when comparing the length of time that these people have been in customer service. Based on the survey, only 19% are planning to stay with their job after working for less than a year as a customer service representative.  As a result, these businesses will constantly be looking for replacements and training them to become excellent customer representatives. This is because 81% of the service representatives that they hire will likely leave their jobs within the first year.

Since a lot of these representatives are not planning to stay long in the service field then most probably they will leave their jobs within the first few years. So, it is safe to assume that those people who remain in their jobs as service representatives are more committed and they will likely stay. However, there is only less number of representatives who have reached five or more years in their jobs and plans to stay on. Consistent attrition can destabilise the service field. When tenured representatives leave, some valuable knowledge will also be lost.

Why Do Customer Service Representatives Leave?

There are a lot of reasons why these customer service representatives decide to quit in their jobs. First of all, this job will require a lot of patience, particularly in dealing with frustrated clients. Typically, it is considered an entry-level job with little chances of advancement. If you are looking for a glamorous job, then this is not the job for you.

Hubspot Research conducted an interview by asking service representatives with different types of questions in order to know what they think about their jobs. Based on their attrition data, most of the representatives who are less satisfied are those who have less tenure. These people feel that they cannot make the right decisions to help their customers. Perhaps this is due to procedural or structural restrictions. When people do not feel empowered by their jobs, then this can greatly influence their morale and longevity in the job. Representatives who stay with their jobs for three or five years will likely feel satisfied with their ability in assisting customers.

Additionally, these service representatives who have less tenure feel that they are not valued by their companies. When customer service is considered an insignificant function, then it only makes sense that most of these representatives will leave and look for a more significant role.

Service representatives who have been working for more than five years will sometimes feel frustrated. In fact, their confidence in their value will start to decline after four years in service. 15% of these long-time representatives feel that the organisation does not give them more value. It seems that there is a  ceiling of satisfaction once the representative has remained in the service role for four years. When service representatives who have stayed the longest in their jobs because they are the most loyal, feel that they have less value, then this should serve as a major concern for business leaders.

Ultimately, service representatives who have less experience can also feel uncertainties particularly, in their career path. Leaders should be constantly aware of the opportunities that they provide to their service representatives. Or else these representatives will continue to assume that customer service is not the right path for them.

Service Teams Are Very Valuable

The success of a business is in the hands of the customers. That is why customer service should be prioritised. Leaders should realise that the service organisation is just as important as marketing and sales. Keep in mind that the customer service team has a close relationship with the customers. They are the ones who listen to their product-related frustrations. They also understand the latest trend in the market. The service team can provide valuable insights to businesses, aside from serving their customers.

If you want your customer service to be a success, then you should follow the footsteps of growing companies. Try to re-evaluate the customer service strategies of your organisation. You should avoid the philosophy that service is a cost center. Instead, your principles should be more customer-oriented. Investing in service teams can greatly help in eliminating the concerns of most service representatives. It can also provide them with better working experience, most especially for highly critical teams.

Share this post

By James Duffy

James is the co founder of More Than Accountants an Online Accountants. He will be more than happy to help More Than Accountants clients implement any guides or strategies that he has posted to the blog. If you would like to learn more about becoming a More Than Accountants client you can quote online by using our Unlimited Accountancy Services Quoting Tool.

View Archive →

← Why Scrum? → Budget Guidelines the 502030 Rule

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

By James Duffy

James is the co founder of More Than Accountants an Online Accountants. He will be more than happy to help More Than Accountants clients implement any guides or strategies that he has posted to the blog. If you would like to learn more about becoming a More Than Accountants client you can quote online by using our Unlimited Accountancy Services Quoting Tool.

View Archive →
  • 0161 804 0808
  • Get An Online Quote

EXCELLENT
Based on 214 reviews
Google
Kai W
Kai W
2025-02-12
Excellent accounting service! Very professional and quick at answering my queries. I really enjoy working with them.
Kandice Morris
Kandice Morris
2025-01-30
I cannot recommend More than Accountants highly enough! From the first meeting, I was impressed by their professionalism, knowledge, and dedication to helping clients succeed. They took the time to understand my financial situation and goals, and they provided tailored advice that has significantly impacted my financial health. Their attention to detail is truly commendable. I have always felt confident knowing that my accounts are managed with the utmost precision. Not only did my accountant (Hasrat ) do my taxes promptly, but he also got me a refund!! More than accountants are always available to answer questions and respond quickly, making what could be a stressful process quite manageable. I’m incredibly grateful for their guidance and support, and I look forward to many years of continued collaboration!
Misha Cunningham
Misha Cunningham
2025-01-30
After a bit of a rocky start with this accountants, they now deal with all 4 of my active companies. And, the major contributing factor in this is the excellent care and attention that I receive from Arshiya. I actually insisted that she be kept as my main point of contact in my dealings with More than Accountants and I feel extremely looked after. On another note, their unlimited package is quite expensive, but in my eyes it's worth it as they handle everything, meaning I don't have to worry about anything. Plus, I know if I need anything in the interim it's simply covered in the fees already without needing to fork out extra here and there.
Brian Roache
Brian Roache
2025-01-20
More than accountants have provided an affordable accountancy service to my limited company Reveldrive Limited and dealt with all the formal tax returns and my personal tax. Hasrat has been my contact during the years with them and knows his subject very well.
Henry Dean
Henry Dean
2025-01-13
Wonderful, friendly and talented accountants. They make running my limited company a breeze. I can always rely on them to respond straight away. My accountant Aqsa is a star!
James Brennan
James Brennan
2025-01-13
Waleed, Arshiya and the rest of the team at More Than have been handling our accounts & carrying out payroll duties since March 2024. Since then they have provided the very best service possible, every task they have carried out for the company has been totally faultless and stress free. The attention to detail in assisting the company in the best way possible is highly appreciated and we would recommend them to all companies seeking a professional accountant company
Jade Moon
Jade Moon
2025-01-03
Great accountancy firm. The team are super responsive, nothing is too much trouble and they support small business owners really well.
Cedric PISTOL
Cedric PISTOL
2024-12-31
Very pleased with the support provided by Atif Mahmood & Abdul Moiz, thank you for your patience and your prompt actions!
Stephen Bond
Stephen Bond
2024-12-24
Highly recommended, Waleed is so personal and helpful in all questions asked we started 2 years ago with MTA and together improving year on year.

Company

  • Our Approach
  • Quote Online
  • Contact Us

About the blog

The blog posts are brought to you by More Than Accountants employees and we occasionally allow guest posts that we think could benefit our customer base.

Feel free to contact the poster of the blog for help interpreting or implementing their posts..

Categories

  • Accountancy News
  • Accountancy Software
  • Announcements
  • Business Funding
  • Business Practice
  • Business Tools and Process Automation
  • Company News
  • Customer Relationship Management (CRM)
  • Entrepreneurship
  • Industry News
  • Marketing
  • Uncategorised

Recent Posts

  • Bookkeeping for Beginners: 9 Basic Concepts to Get You Started
  • Bookkeeping Packages Guide
  • What is Double Entry Bookkeeping?
  • Difference Between Accounting and Bookkeeping
  • Xero Training (Talk About How, etc.)

Recent Posts

  • Bookkeeping for Beginners: 9 Basic Concepts to Get You Started
  • Bookkeeping Packages Guide
  • What is Double Entry Bookkeeping?
  • Difference Between Accounting and Bookkeeping
  • Xero Training (Talk About How, etc.)

More Than Accountants is a national online/telephone based accountant.

Head Office
More Than Accountants
Burnden House,
Viking Street, Bolton
Lancashire, BL3 2RR

Telephone:
0161 804 0808

[mnky_list_item icon_fontawesome="fa fa-phone" last_item="last" icon_color="#eeee22"]202-555-0120[/mnky_list_item]
[mnky_list_item icon_fontawesome="fa fa-map-marker" last_item="last" icon_color="#eeee22"]4982 Parkway Street, Los Angeles, CA 90017 [/mnky_list_item]
[mnky_list_item icon_fontawesome="fa fa-clock-o" last_item="last" icon_color="#eeee22"]8AM - 5PM Weekdays[/mnky_list_item]
© 2021 More Than Accountants Limited More Than Accountants is a limited company registered in England under company number 09974015. Our companies house registered office is: More Than Accountants, Burnden House, Viking Street, BL3 2RR. Content is for general information only. Always take advice. FacebookTwitter

Resources

Knowledge Base

How Much Does an Accountant Cost

What is UTR Number and How to Find It

Sole Trader or Limited Company

Bookkeeping Services

Daniel James Tax

Sitemap

Recent Blog Posts

  • Bookkeeping for Beginners: 9 Basic Concepts to Get You Started
  • Bookkeeping Packages Guide
  • What is Double Entry Bookkeeping?

Site

  • Who We Help
    • Sole Traders
    • Limited Companies
    • Partnerships
    • Limited Liability Partnerships
    • Contractors
  • Our Services
    • Company Accounts
    • Tax Returns
    • VAT Returns
    • Bookkeeping Services
    • Payroll Services
  • Contact Us
  • 0161 804 0808
  • info@morethanaccountants.co.uk

Registered office :
Nautica House, Ground Floor,
Waters Meeting Road, Bolton,
Lancashire, BL1 8SW

0161 804 0808
info@morethanaccountants.co.uk

Who We Help

  • Sole Traders
  • Limited Companies
  • Partnerships
  • Limited Liability Partnerships
  • Contractor Accountants
  • Small Business Accountants
  • Xero Accountants
Linkedin Youtube Facebook

Services

  • Company Accounts
  • Tax Returns
  • VAT Returns
  • Bookkeeping Services
  • Financial/Management Reports
  • Payroll Services

Resources

  • Knowledge Base
  • Blog
  • Quoting Tool
  • Accountancy News
  • Accountancy Software
  • Business Funding
  • Business Practice
  • Business Tools and Process Automation
  • Company News
  • Customer Relationship Management CRM
  • Entrepreneurship
  • Industry News
  • Marketing
  • FuturePay Terms And Conditions

Recent Blog Posts

Recent Posts
  • Bookkeeping for Beginners: 9 Basic Concepts to Get You Started
  • Bookkeeping Packages Guide
  • What is Double Entry Bookkeeping?
  • Difference Between Accounting and Bookkeeping
  • Xero Training (Talk About How, etc.)

©  2025 More Than Accountants Limited 

More Than Accountants is a limited company registered in England under company number 09974015.
Content is for general information only. Always take advice.
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept All”, you consent to the use of ALL the cookies. However, you may visit "Cookie Settings" to provide a controlled consent.
Cookie SettingsAccept All
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
SAVE & ACCEPT