Kundesucces

Kundesucces, or customer success, is a business function that focuses on helping customers achieve their desired outcomes while using a company's products or services. The goal is to maximize product adoption, reduce churn, and drive long-term value, rather than merely providing reactive support or closing initial sales.

Its activities include onboarding new customers, guiding adoption, setting and tracking success milestones, monitoring customer health signals, conducting business reviews, and coordinating renewal and expansion efforts. A customer success team typically works proactively, anticipating risks, addressing barriers to value, and creating enablement materials and playbooks. The role of the customer success manager (CSM) is to serve as the primary customer advocate, align outcomes with the customer's goals, and coordinate internal resources.

Key metrics include churn rate, net revenue retention, expansion revenue, customer lifetime value, time-to-value, product adoption rates, and health scores. CS teams often use segmentation and lifecycle stages to tailor interventions, from onboarding and adoption to renewal and advocacy.

Compared with technical support or professional services, kundesucces emphasizes ongoing value realization and relationship management. It sits at the intersection of product, sales, and customer operations, and may rely on dedicated CSOps and enablement functions, as well as customer success platforms to track health, usage, and outcomes.

Trends in kundesucces include data-driven health scoring, scalable onboarding journeys, customer advocacy programs, and the use of automation and AI to surface insights. The practice is common in software-as-a-service and other subscription-based models, where recurring revenue depends on ongoing customer value and retention.