Glossary
Customer success platform (CSP)
A customer success platform (CSP) is software for managing customers after the sale. It brings together their history, tickets, and metrics, and your team and the customer work from the same shared tickets. The goal is for customers to get value from the product, renew, and buy more.
Why it mattersHelps you keep customers and grow revenue from them.
Also called: Customer success platform, Customer success software
Components
What a CSP includes
- Customer profile: calls, messages, orders, and inquiries
- Shared tickets visible to both your team and the customer in their portal
- Metrics for each customer and across all your customers
Differences
How it differs from a CRM and a help desk
A CRM manages the customer up to the purchase: pipeline, deals, payment. A help desk handles individual questions as they come in. A CSP looks further ahead – how the customer adopts the product, whether they renew, and what to offer them next.
Who
Who needs it
- Subscription businesses and companies with long-term contracts
- Services customers use every day
- Teams for whom renewals matter more than one-time sales
In CONTACT.WORK
How it works in CONTACT.WORK
In CONTACT.WORK, this is a separate module: the customer profile brings together calls, messages, orders, and inquiries, and customers track their tickets in the customer portal. Documents and deals come in automatically from your business systems.
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Where to use it
Backlinks
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Glossary