Incorporating Customer Success in Your Business

Michelle Frechette shares her journey into customer success, beginning with her role at GiveWP, where she transformed customer interactions into meaningful support experiences. She emphasizes that customer success isn’t strictly support, sales, or marketing, but combines elements of each to enhance customer relationships and loyalty. Through proactive outreach, she found ways to help customers succeed, reduce churn, and turn satisfied customers into delighted advocates.

In this session, Michelle discusses the importance of humanizing customer interactions, using empowerment language over “thank you” or “sorry” to build trust, and using tools and training to support team efforts. A delighted customer is a loyal customer who advocates for the brand.

What You’ll Learn

• The role of customer success and how it differs from support, sales, and marketing
• Methods to proactively address customer needs, reduce churn, and increase renewals
• Tips for using language that empowers customers, enhancing their experience
• Strategies to create genuine relationships with customers by focusing on human interactions
• Tools and practices to enable customer success teams to engage effectively and personally