Gainsight Glossary

Why Customer Success Is Important

Today customer success is given prominence over company profits and business success. But why customer success is important?

Customer success is a business strategy where companies realize business objectives by ensuring that their customers get the promised business benefits. In the traditional business model, the responsibility of the marketers ended with closing a deal. But in the subscription economy, the greatest responsibility of the marketers is to ensure customer success.

Gainsight believes that ensuring customer success brings about a significant positive impact on businesses as happy and successful customers are repeat customers and even bring new customers through referrals. Below are some benefits which amply signify the importance of ensuring customer success.

  • Customer retention
  • Customer acquisition
  • Churn reduction
  • Brand promotion
  • Profitability

For more information about customer success and its importance, visit

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