How does the Customer Success approach relate to organizational culture?

The Customer Success approach is fundamentally about ensuring that customers achieve their desired outcomes while using a company's products or services. When it is said that this approach should be part of the organizational DNA, it emphasizes the idea that Customer Success should not just be an isolated function or an afterthought, but rather an integral part of the company's identity and culture.

Embedding Customer Success into the organization's core values and practices means that every team member, regardless of their department, understands the importance of customer satisfaction and actively contributes to it. This integration fosters a culture of collaboration, where various departments work together towards the common goal of enhancing the customer experience. When the Customer Success philosophy permeates the organization, it strengthens relationships with customers and improves overall company performance.

In contrast, regarding Customer Success as a secondary focus, a function of only the sales department, or a process requiring no collaboration among departments underestimates the holistic nature of customer engagement and support that is necessary for lasting success. These viewpoints do not promote a culture that values customer relationships throughout the entire organization. Instead, they may limit the potential for a comprehensive, strategic approach to Customer Success that benefits both the customer and the organization as a whole.