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Customer success management is a business strategy that promotes customer loyalty by ensuring that customers see value by achieving the goals which led them to purchase your product or service. Customer Success Management can also be called customer management and in older organizations might be transitioning from account management.
Customer support offers an avenue for customer escalations to be tracked and resolved. It is reactive, whereas customer success management is proactive. Customer success teams proactively monitor metrics around engagement, product adoption and more using solutions that help prioritize, manage and scale their activities. Customer success management helps to minimize customer escalations before they happen by providing real value throughout the customer journey.