{"id":164266,"date":"2024-01-22T14:54:08","date_gmt":"2024-01-22T14:54:08","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-success-models\/"},"modified":"2025-05-07T18:53:30","modified_gmt":"2025-05-07T18:53:30","slug":"customer-success-models","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-success-models\/","title":{"rendered":"Customer Success Models: How to Choose the Right One for Your SaaS?"},"content":{"rendered":"<p>What are the most common <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">customer success models<\/a>? What factors should you consider when choosing one for your SaaS business to provide the best <a href=\"https:\/\/userpilot.com\/solutions\/in-app-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">assistance to your customer<\/a>?<\/p>\n<p>These are the main questions we discuss in this article.<\/p>\n<p>Let\u2019s get right into it!<\/p>\n<h2 id=\"djr9o\">What is a customer success model?<\/h2>\n<p>A customer success model is a<a href=\"https:\/\/userpilot.com\/blog\/product-centric-vs-customer-centric\/\" target=\"_blank\" rel=\"noopener noreferrer\"> customer-centric <\/a>framework focusing on building strong, long-term relationships with customers to help them achieve their desired goals while using your product.<\/p>\n<p>By doing so, customer success teams increase <a href=\"https:\/\/userpilot.com\/blog\/high-touch-marketing\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction <\/a>and retention, drive account expansion, and promote <a href=\"https:\/\/userpilot.com\/blog\/customer-advocacy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer advocacy.<\/a><\/p>\n<p>The customer success manager role involves:<\/p>\n<ul>\n<li>Constantly learning about <a href=\"https:\/\/userpilot.com\/blog\/customer-pain-points\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer pain points<\/a> and needs<\/li>\n<li>Providing professional services, <a href=\"https:\/\/userpilot.com\/blog\/in-app-help-improve-customer-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer onboarding<\/a>, and training<\/li>\n<li>Maintaining regular communication to provide updates and <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect feedback<\/a><\/li>\n<li>Monitoring <a href=\"https:\/\/userpilot.com\/blog\/customer-success-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">success metrics<\/a><\/li>\n<li>Liaising with cross-functional teams to <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-improvement\/\" target=\"_blank\" rel=\"noopener noreferrer\">improve the customer experience<\/a><\/li>\n<\/ul>\n<h2 id=\"b1vpb\">What customer success models are not?<\/h2>\n<p>Customer success is often confused with other functions that also focus on <a href=\"https:\/\/userpilot.com\/blog\/customer-interactions-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a> and satisfaction, like customer support, customer service, and sometimes account management.<\/p>\n<p>Here&#8217;s how they&#8217;re different:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/customer-success-vs-customer-support\" target=\"_blank\" rel=\"noopener noreferrer\">Customer support<\/a> is reactive <\/strong>and focuses on issues that have already happened, while customer success is proactive, and its goal is to prevent minor problems from escalating and helping users achieve their long-term goals.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/customer-service-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer service<\/a> <\/strong>focuses on delivering <strong>high-quality service in response to specific <a href=\"https:\/\/userpilot.com\/blog\/customer-requests\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer requests<\/a> or problems<\/strong>, whereas <strong>customer success is a more holistic approach covering the whole user journey.<\/strong> It&#8217;s not only about dealing with issues but also anticipating user needs, offering solutions, and guiding them toward successful outcomes.<\/li>\n<li><strong>Account management<\/strong> <strong>focuses on sales-related goals <\/strong>like renewals, <a href=\"https:\/\/userpilot.com\/blog\/upselling-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">upselling<\/a>, and <a href=\"https:\/\/userpilot.com\/blog\/how-to-improve-cross-selling\/\" target=\"_blank\" rel=\"noopener noreferrer\">cross-selling.<\/a> In contrast, <strong>customer success<\/strong> is less about sales and more about <strong>nurturing a mutually beneficial relationship<\/strong> and <strong>helping existing customers <a href=\"https:\/\/userpilot.com\/blog\/value-realization\/\" target=\"_blank\" rel=\"noopener noreferrer\">realize the full value of the product.<\/a><\/strong><\/li>\n<\/ul>\n<h2 id=\"77jd9\">Different types of customer success models for SaaS companies<\/h2>\n<p>Customer success models differ in the level of personalization and involvement of the customer success teams, with the high-touch model on one of the spectrum and the low-touch one on the other.<\/p>\n<h3 id=\"f5adh\">1. High-touch model<\/h3>\n<p>A <a href=\"https:\/\/userpilot.com\/blog\/high-touch-marketing\/\" target=\"_blank\" rel=\"noopener noreferrer\">high-touch model<\/a> in customer success is highly personalized and hands-on and involves close and frequent interactions between the CS team and the customer.<\/p>\n<p>Its main characteristics include:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Personalized<\/a> service tailored to specific customer needs and business goals<\/li>\n<li>A dedicated customer success manager (CSM) assigned to each customer and responsible for ensuring they get the maximum value out of the product<\/li>\n<li>Regular communication, in the form of check-ins, in-person status meetings, site visits, and reviews, to discuss progress, challenges, and plans<\/li>\n<li>Custom solutions tailored to specific customer requirements<\/li>\n<\/ul>\n<p>The high-touch model requires a significant investment of time, effort, and resources. As a result, it&#8217;s very difficult to scale and typically reserved only for customers with a high <a href=\"https:\/\/userpilot.com\/blog\/saas-metrics-101-ltv-lifetime-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">lifetime value<\/a> or of strategic importance to the company, like big enterprises.<\/p>\n<h3 id=\"58kkf\">2. Low-touch model<\/h3>\n<p>The low-touch customer model relies heavily on technology and automation to deliver customer success services to a large number of customers.<\/p>\n<p>The main characteristics of the model include:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Self-service resources<\/a>, like resource centers, community forums, and <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app guidance<\/a>, enabling customers to solve their problems independently<\/li>\n<li>Customization at the segment level rather than the customer level<\/li>\n<li>Remote communication via digital channels like email, <a href=\"https:\/\/userpilot.com\/blog\/chatbots-vs-knowledge-bases\/\" target=\"_blank\" rel=\"noopener noreferrer\">chatbots<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/in-app-messages\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messages<\/a> or<a href=\"https:\/\/userpilot.com\/blog\/in-app-tutorials-adoption\/\" target=\"_blank\" rel=\"noopener noreferrer\"> video tutorials<\/a><\/li>\n<li>Emphasis on<a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-data\/\" target=\"_blank\" rel=\"noopener noreferrer\"> customer data analysis<\/a> to inform product decisions<\/li>\n<\/ul>\n<p>The low-touch model is less resource-intensive but highly efficient which makes it easier to scale. However, it doesn&#8217;t give customers the same level of <a href=\"https:\/\/userpilot.com\/blog\/personalization-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalization<\/a> as the high-touch model.<\/p>\n<h3 id=\"4t0pv\">3. Hybrid model<\/h3>\n<p>A hybrid customer success model combines elements of both high-touch and low-touch approaches.<\/p>\n<p>This model is based on the idea that not all customers require or prefer the same level of interaction. For example, a lot of SaaS customers prefer <a href=\"https:\/\/userpilot.com\/blog\/self-service-software-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service<\/a> support which doesn&#8217;t require direct contact with a CSM.<\/p>\n<p>Instead, the hybrid model aims to allocate resources more effectively by customizing it to the needs of individual customers or customer groups.<\/p>\n<p>What it looks like in practice depends on the product and the business or the customers.<\/p>\n<p>For instance, you may offer a higher-touch approach to your <a href=\"https:\/\/userpilot.com\/blog\/plg-for-enterprise\/\" target=\"_blank\" rel=\"noopener noreferrer\">enterprise<\/a> customers paying the big bucks and requiring a highly customized solution, while providing only self-service resources to the users on lower plans.<\/p>\n<div class=\"poptin-embedded\" data-id=\"e90501c8006b0\"><\/div>\n<h2 id=\"7thbk\">How to select the right model for your customer success strategy?<\/h2>\n<p>Now that we know the <a href=\"https:\/\/userpilot.com\/blog\/high-touch-vs-low-touch\/\" target=\"_blank\" rel=\"noopener noreferrer\">differences between the 3 customer success strategies<\/a>, let&#8217;s look at the factors to consider when choosing one for your business.<\/p>\n<h3 id=\"dmnmf\">Product complexity<\/h3>\n<p>Product complexity is one of the main factors.<\/p>\n<p>More <a href=\"https:\/\/userpilot.com\/blog\/plg-for-complex-products\/\" target=\"_blank\" rel=\"noopener noreferrer\">complex products<\/a> usually require higher customization and more hands-on support. That&#8217;s because it&#8217;s much more difficult for users to experience their <a href=\"https:\/\/userpilot.com\/blog\/product-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">product value<\/a> or learn how to use them effectively.<\/p>\n<p>For simpler products with a flatter learning curve, on the other hand, self-service resources will do just fine. As a result, the low-touch approach is all you need.<\/p>\n<h3 id=\"5rpbi\">Stage of the customer journey<\/h3>\n<p>However, the fact that your product is complex, doesn&#8217;t mean that high-touch is all you need.<\/p>\n<p>For instance, it&#8217;s possible that after the initial implementation and onboarding, there&#8217;s no need for such a highly <a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized <\/a>approach.<\/p>\n<p>Instead, a low-touch approach will be sufficient for dealing with occasional customer issues and <a href=\"https:\/\/userpilot.com\/blog\/in-app-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app communication<\/a> will be more effective at reaching end users than face-to-face interactions.<\/p>\n<p>In other words, you may need to offer different levels of customer success at different stages in the <a href=\"https:\/\/userpilot.com\/blog\/b2b-saas-customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/customer-journey-map-customer-success-models_9fbcf3f63a36fb4382246729ae63511d_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/customer-journey-map-customer-success-models_9fbcf3f63a36fb4382246729ae63511d_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/customer-journey-map-customer-success-models_9fbcf3f63a36fb4382246729ae63511d_800.jpg\" alt=\"Customer journey map\" \/><\/picture><figcaption>Customer journey map.<\/figcaption><\/figure>\n<h3 id=\"6ii39\">Product growth model<\/h3>\n<p>The growth model of your business is another factor to consider.<\/p>\n<p><a href=\"https:\/\/userpilot.com\/blog\/product-led-growth\/\" target=\"_blank\" rel=\"noopener noreferrer\">Product-led companies<\/a> use the product as the main driver of customer acquisition.<\/p>\n<p>Users get to experience the <a href=\"https:\/\/userpilot.com\/blog\/product-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">product value<\/a> first-hand before becoming paid customers. As this model needs to support a large user base, low-touch customer success is the only viable and sustainable option.<\/p>\n<p>In contrast, <a href=\"https:\/\/userpilot.com\/blog\/product-led-vs-sales-led\/\" target=\"_blank\" rel=\"noopener noreferrer\">sales-led companies<\/a> are by definition high-touch, at least initially. To close deals, they rely on outbound tactics and personalized 2-way interactions between the sales team and the prospective customers.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/growth-models-customer-success-models_b9115d7b7d90dfb933bb1f95642c1933_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/growth-models-customer-success-models_b9115d7b7d90dfb933bb1f95642c1933_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/growth-models-customer-success-models_b9115d7b7d90dfb933bb1f95642c1933_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/growth-models-customer-success-models_b9115d7b7d90dfb933bb1f95642c1933_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/growth-models-customer-success-models_b9115d7b7d90dfb933bb1f95642c1933_800.jpg\" alt=\"Growth models\" \/><\/picture><figcaption>Growth models.<\/figcaption><\/figure>\n<h3 id=\"dbva2\">Customer success team capacities<\/h3>\n<p>Sometimes the capacity of the <a href=\"https:\/\/userpilot.com\/blog\/customer-success-roles\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success team <\/a>is the key factor that determines which model you choose.<\/p>\n<p>The high-touch model is resource-intensive, but if you have the money to hire enough customer success agents to provide 1-on-1 support to your customers, go for it.<\/p>\n<p>If, on the other hand, you&#8217;re bootstrapping and the cash is scarce, you will have to rely on a low-touch engagement model.<\/p>\n<h3 id=\"2e0t1\">Customer preferences<\/h3>\n<p>Another important consideration is what kind of customer success model your customers <a href=\"https:\/\/userpilot.com\/blog\/preference-testing\/\" target=\"_blank\" rel=\"noopener noreferrer\">prefer<\/a>.<\/p>\n<p>Increasingly, more and more customers prefer <a href=\"https:\/\/userpilot.com\/blog\/self-serve-onboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-serve onboarding<\/a> and support so that they can explore the product and resolve issues on their own without having to talk to an agent.<\/p>\n<p>However, while this may be true for most of the <a href=\"https:\/\/userpilot.com\/blog\/product-adoption-curve-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">adoption curve<\/a>, the more conservative customers may still prefer the traditional high-touch approach.<\/p>\n<p>The easiest way to find it out is by <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">collecting regular customer feedback. <\/a>To make this inclusive, use a range of methods, like email and<a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> in-app surveys<\/a> and interviews.<\/p>\n<p>When you reach out for feedback in larger organizations, make sure to get insights from all stakeholders. That&#8217;s because the decision-makers may have very different preferences from the end users.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/preference-survey-customer-success-models_03bd0948381856ca6bfc5bb465ba655d_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/preference-survey-customer-success-models_03bd0948381856ca6bfc5bb465ba655d_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/preference-survey-customer-success-models_03bd0948381856ca6bfc5bb465ba655d_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/preference-survey-customer-success-models_03bd0948381856ca6bfc5bb465ba655d_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/preference-survey-customer-success-models_03bd0948381856ca6bfc5bb465ba655d_800.jpg\" alt=\"In-app survey\" \/><\/picture><figcaption>In-app survey created in Userpilot.<\/figcaption><\/figure>\n<h3 id=\"25edn\">Industry standards<\/h3>\n<p>Industry standards are yet another factor to bear in mind when choosing the customer success model.<\/p>\n<p>For example, if you&#8217;re in the specialist enterprise software sector, the high-touch model is pretty much the norm because of the product complexity, high cost, and strategic importance.<\/p>\n<p>E-commerce platforms, on the other hand, tend to be very low-touch because of a large customer base making lots of simple transactions, while in the SaaS space, you&#8217;re more likely to implement the low-touch or hybrid model.<\/p>\n<h2 id=\"5btpn\">Best practices for executing your customer success model<\/h2>\n<p>Let&#8217;s wrap up with a few tips on how to perfectly execute customer success at your SaaS:<\/p>\n<ul>\n<li>Understand your <a href=\"https:\/\/userpilot.com\/blog\/b2b-saas-customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer&#8217;s journey<\/a>, needs, and preferences to tailor the approach.<\/li>\n<li>Align customer success with other departments, like sales, <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-saas-product-marketing-team\/\" target=\"_blank\" rel=\"noopener noreferrer\">marketing<\/a>, and product, to ensure consistency and overall <a href=\"https:\/\/userpilot.com\/blog\/positive-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">positive customer experience<\/a>.<\/li>\n<li>Constantly monitor CS performance by tracking <a href=\"https:\/\/userpilot.com\/blog\/customer-success-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success metrics <\/a>(e.g., customer retention rates) and collecting customer feedback.<\/li>\n<li>Be ready to evolve and adapt if your metrics are not up to the mark or you identify changes in customer needs.<\/li>\n<li>Choose the right tool stack, including a <a href=\"https:\/\/userpilot.com\/blog\/customer-success-platform\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success platform <\/a>and a training or <a href=\"https:\/\/userpilot.com\/blog\/best-onboarding-software-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding tool, <\/a>to automate and streamline your processes.<\/li>\n<\/ul>\n<h2 id=\"fkbr3\">How can Userpilot optimize customer success management?<\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/userpilot-features\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot <\/a>is a product adoption platform used by SaaS organizations to drive customer success.<\/p>\n<p>For starters, it&#8217;s a comprehensive user onboarding tool that allows you to onboard new users and maintain their engagement.<\/p>\n<p>For example, you can create onboarding checklists and <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthroughs<\/a> and deliver contextual <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app guidance <\/a>through multiple<a href=\"https:\/\/userpilot.com\/blog\/onboarding-ux-patterns\/\" target=\"_blank\" rel=\"noopener noreferrer\"> UI patterns<\/a>, like <a href=\"https:\/\/userpilot.com\/blog\/how-to-create-tooltips\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips<\/a>, modals, or slideouts.<\/p>\n<p>These are easy to customize (no coding required) and benefit from AI features like the writing assistant and<a href=\"https:\/\/userpilot.com\/blog\/content-localization\/\" target=\"_blank\" rel=\"noopener noreferrer\"> localization.<\/a><\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-modal-customer-success-models_5ffc2cf352ba88f2d2ce854c6658d55c_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-modal-customer-success-models_5ffc2cf352ba88f2d2ce854c6658d55c_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/userpilot-modal-customer-success-models_5ffc2cf352ba88f2d2ce854c6658d55c_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-modal-customer-success-models_5ffc2cf352ba88f2d2ce854c6658d55c_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/userpilot-modal-customer-success-models_5ffc2cf352ba88f2d2ce854c6658d55c_800.jpg\" alt=\"Userpilot for customer success: user onboarding \" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> for customer success: user onboarding.<\/figcaption><\/figure>\n<p>Userpilot also offers <a href=\"https:\/\/userpilot.com\/blog\/ab-testing-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">A\/B testing <\/a>and <a href=\"https:\/\/userpilot.com\/blog\/flow-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">flow analytics<\/a> so that you can make better-informed onboarding decisions.<\/p>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/product-usage-analytics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">analytics<\/a> features go well beyond that. They allow you to track and <a href=\"https:\/\/userpilot.com\/blog\/user-behavior-analytics-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyze user behavior<\/a> at all stages of the user journey so that you can better understand your customers: their<a href=\"https:\/\/userpilot.com\/blog\/customer-wants-and-needs-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\"> needs, wants<\/a>, and pain points.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/analytics-customer-success-models_53490f454cd08b43043c8efa445891fa_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/analytics-customer-success-models_53490f454cd08b43043c8efa445891fa_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/analytics-customer-success-models_53490f454cd08b43043c8efa445891fa_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/analytics-customer-success-models_53490f454cd08b43043c8efa445891fa_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/analytics-customer-success-models_53490f454cd08b43043c8efa445891fa_800.jpg\" alt=\"Userpilot for customer success: product analytics\" \/><\/picture><figcaption>Userpilot for customer success: product analytics.<\/figcaption><\/figure>\n<p>For a more complete picture of customer needs, you can also collect customer feedback via <a href=\"https:\/\/userpilot.com\/blog\/in-app-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys <\/a>and feedback widgets.<\/p>\n<p>Just like the<a href=\"https:\/\/userpilot.com\/blog\/onboarding-flow-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\"> onboarding flows<\/a>, these are easy to create and customize with the visual editor and you can trigger them for specific user segments.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/surveys-customer-success-models_ab7f6cf05a0e4faa2edb15f2eac4dc74_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/surveys-customer-success-models_ab7f6cf05a0e4faa2edb15f2eac4dc74_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/surveys-customer-success-models_ab7f6cf05a0e4faa2edb15f2eac4dc74_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/surveys-customer-success-models_ab7f6cf05a0e4faa2edb15f2eac4dc74_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/surveys-customer-success-models_ab7f6cf05a0e4faa2edb15f2eac4dc74_800.jpg\" alt=\"Userpilot for customer success: survey template library\" \/><\/picture><figcaption>Userpilot for customer success: survey template library.<\/figcaption><\/figure>\n<h2 id=\"1eb7r\">Conclusion<\/h2>\n<p>Choosing the right customer success model is essential to maximizing customer value, promoting customer happiness, and ultimately retaining customers.<\/p>\n<p>While a few sectors and products require a very high-touch approach, for most a low-touch or hybrid model will be most appropriate.<\/p>\n<p>If you want to find out more about Userpilot and how it can help you refine your customer success model, <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">book the demo!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A customer success model is a customer-centric framework focusing on building strong, long-term relationships with customers to help them achieve their desired goals while using your product. By doing so, customer success teams increase customer satisfaction and retention, drive account expansion, and promote customer advocacy.<\/p>\n","protected":false},"author":56,"featured_media":164268,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[25],"tags":[184,285,363,5882,286,183,366,4965,559],"class_list":["post-164266","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-success","tag-best-customer-success-tools","tag-customer-retention","tag-customer-success","tag-customer-success-model","tag-customer-success-saas","tag-customer-success-tools","tag-customer-support","tag-proactive-support","tag-user-journey"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ 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