CS 3.0: Empowering through innovation

What is Customer Success?

‍Customer Success is a strategic approach focusing on helping customers achieve their desired outcomes through a product or service. It's about proactive support, ensuring clients not only reach their goals but exceed them, fostering long-term loyalty and driving business growth.

But what if we could take it a step further? Enter Empra's CS 3.0, where anticipation meets personalisation, redefining success in the B2B SaaS space.

History of Customer Success

The Evolution of Customer Success

CS 1.0
1996-2005

1996: The Genesis at Vantive

Vantive's CEO, John Luongo, inspired by innovative customer application, hired Marie Alexander to spearhead the newly formed Customer Success department. This initiative aimed to grow post-sale relationships and revenues, marking the birth of Customer Success as a dedicated organisational function.

2005: Salesforce and the "Customers for Life" Philosophy

CS 2.0
2012-2018

2012: Wave of Strategic Integration

Venture Capital firms began advising startups that without a dedicated CS group focused on retention, their long-term viability was at risk. This era underscored the importance of integrating CS into the fabric of the organisation, not just as a service arm but as a strategic partner to sales, marketing, and product development.

The Rise of Platforms

Products like ClientSuccess, Planhat, and Vitally emerged, offering sophisticated tools for managing customer health scores, segmentations, and engagement strategies. These platforms facilitated a more systematic, data-driven approach to Customer Success.

2018: McKinsey's CS 2.0 Report

The report, titled "Introducing customer success 2.0: The new growth engine," outlined how CS could be a major growth engine, detailing five key elements including a unified go-to-market strategy, sustainable funding models, a talent engine for CS, advanced analytics, and embedding a CS philosophy across the organisation.

CS 3.0
2024 Onwards

2024: Empra's CS Vision

Empra introduces Customer Success 3.0, a novel methodology elevating CS from a reactive service to a proactive, predictive, and personalised strategy.

By leveraging technology, insights, and empathy, Empra ensures that every customer interaction not only solves problems but also prevents them, fostering loyalty and driving tangible business outcomes.

This era of CS emphasises deep integration with all business functions, personalised customer journeys, and a company-wide culture of customer centricity, supported by an evolved tech stack for efficiency and scale.