Why is Customer Success Seen as an Immature Discipline?

Why Customer Success Might Be Seen as a Young Discipline

If you’ve ever scratched your head trying to understand what customer success really entails, you're not alone. It's a term thrown around a lot in the business world, yet its meaning can seem as fluid as a river. Why is customer success viewed as somewhat immature in practice? Well, let’s embark on this journey to understand precisely that.

The Chaotic Landscape of Definitions

You know what? A major reason customers might have different experiences with customer success is the varying definitions that organizations adopt. Picture this: one company defines customer success as ensuring customers fully utilize their software, while another sees it more as an avenue for explaining product features. Can you see how that could lead to chaos?

With companies taking unique approaches, we end up with a landscape where there’s no universally accepted definition or framework. This lack of uniformity creates a melting pot of practices that can confuse teams internally and clients externally. Employees may struggle to pinpoint their roles—“Am I supposed to onboard customers or only focus on retention?” It’s a little like playing a game of charades where everyone has a different idea of what the end goal is. The clarity that comes with a direct definition could illuminate the path to stronger strategies and happier customers.

Internal Confusion Meets External Expectations

Now, consider this: when you don’t have a clear understanding of customer success internally, it’s bound to ripple outwards. Teams might deliver inconsistent levels of service, leading clients to question whether they’re truly being supported or valued. Ever had a friend give you advice that left you scratching your head? That’s what inconsistent customer success feels like.

Clients have their own expectations. When company A defines customer success narrowly—maybe as just providing customer support—customers expect a reactive response. But if company B promotes a holistic view of success, that same customer might end up disappointed. “Why isn’t my support representative discussing long-term goals with me?” The disparity can breed frustration, leading customers to feel neglected or even undervalued.

The Myth of Best Practices

Let’s take a step back and assess another common myth: the idea of “best practices.” For many, the term evokes a sense of maturity and established standards—an idea that feels comforting. However, best practices in customer success can inadvertently support this notion of immaturity. They imply there’s a set path everyone should follow, but the truth is, what works for one organization may not for another.

Imagine a chef using a recipe to create a dish. If the chef doesn’t understand the underlying techniques or flavors, the dish could turn out bland no matter how well they follow the instructions. Similarly, customer success initiatives that rely solely on these so-called best practices—without a solid foundation of understanding—run the risk of missing the mark.

Technology—A Double-Edged Sword

Now, I’d be remiss if I didn’t address the role technology plays in customer success. Sure, outdated tech could be a hurdle, but relying solely on it misses the bigger picture. Technologies can enable and enrich customer success efforts, but they’re not the panacea for a lack of a cohesive definition.

Think of it this way: having the latest gadget is great, but if you don’t know how to use it, you’re left pulling your hair out. In the same vein, organizations can invest in the best technologies, yet still struggle if their teams lack clarity or direction in their customer success strategies. Effective technology paired with strong, well-defined strategies can help cultivate a culture of collaboration and support that drives positive customer experiences.

The Path Forward: Finding Common Ground

So, how do we move beyond this perception of immaturity in customer success? Well, it starts with developing a shared understanding within the organization. Teams must work collaboratively to rebuild their approach from the ground up, agreeing on what success means for their clients and themselves.

For instance, companies can create forums or regular meetings where team members share insights and expectations. This could foster a harmonized approach, aligning everyone on how to prioritize customer engagement. With open communication, employees might even find that their differing definitions of customer success start to converge.

This bridge-building exercise serves a dual purpose: clarifying roles internally and aligning expectations externally. As customers interact with a unified team, they’re more likely to feel valued and understood. That's the kind of transformation that creates loyal customers.

Conclusion: Embracing the Journey

While it’s easy to point to varying definitions and misaligned expectations as indicators of an immature discipline, the focus should shift toward growth and improvement. Yes, the road to solidifying customer success is bumpy, but every journey starts somewhere. By embracing clarity, collaboration, and open dialogue, we can turn what might seem like immaturity into a flourishing, robust discipline.

In the great game of business, customer success doesn’t have to remain a mystery. Let’s pave the way for a stronger understanding—together. After all, isn’t that what it’s all about?