Comparison
Customer Success vs Customer Retention
Customer success is a function and operating motion; customer retention is the outcome of customers staying.
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Customer Success
Customer Success is a retention concept in Retention & Expansion that helps marketers apply customer health, churn prevention and expansion value to a specific planning, execution or measurement decision.
Customer Success = retention & expansion context + decision criteria + execution signal + measurement- Category
- Retention & Expansion
- Used for
- Retention & Expansion planning, Campaign review, Team alignment
Customer Retention
Customer retention measures how well a company keeps customers active over time.
Retention Rate = Customers Retained / Customers at Start x 100%- Category
- Retention & Expansion
- Used for
- Forecasting, Budget allocation, Performance diagnosis