Strategy and organisation
What Customer Success should own, where the function belongs, and how responsibility and mandate should follow the business model.
5 articles
Independent publication on Customer SuccessLast updated
Customer Success, explained.
Articles, analysis and tools for companies that create value through the customers they already have – translated from Norwegian.
The field in one picture
The customer lifecycle
Handover from sales
What was promised carries forward.
Onboarding
The customer gets started and reaches first value.
Adoption
The product is used so that the goal is reached.
Maturity
The customer gets more out of the solution over time.
Renewal
When the agreement expires – or every day the customer uses the service.
Expansion
More needs are met where it makes sense.
- IndependentNo ads, sponsors or commercial partnerships.
- SourcedEvery article states the author, date and sources.
- Open about errorsCorrections are documented in the article.
- Two languagesWritten in Norwegian, translated into English.
Topics
The field, organised in four parts. From what the function should own to how it is measured and scaled.
Customer value and loyalty
How customers achieve what they bought the product to achieve – and why that is the foundation for renewal, loyalty and growth.
1 article
Measurement and analysis
Retention, churn, NRR, customer health and attribution: how to measure the value of Customer Success without fooling yourself.
- Churn is not binary: The customer can stay while the revenue disappears
- Silent Quitters: The customers who disappear without cancelling
5 articles
Scaling and automation
Customer Success for many customers: segmentation, digital customer journeys, behavioural signals and automation that actually helps.
1 article
A reference library, not a blog. Everything is openly available, sourced and written to be cited.
- articles with author, date and sources
- 12
- minutes of reading in total
- 107
- terms explained in the glossary
- 26
- ads, sponsors and tracking tools
- 0
Start here
Choose the way in that suits you. Three reading paths through the material, in the order we recommend.
New to the field
Understand what Customer Success is – and isn't.
The definition, the line between Customer Success and Customer Support, the roles and the history of the field.
Leader
Decide what the function should own, and what it is worth.
Whether the company needs Customer Success, what the leadership role involves, and how the value can be measured.
Practitioner
Measure correctly, and reach many customers without losing control.
Churn in growing companies, the effect of prevention, and Customer Success without dedicated account owners.
Resources
Run the numbers, and look it up. Tools with open formulas, and a glossary that uses the same definitions as the articles.
Calculator
What does churn cost?
Calculate lost revenue, separate customer churn from revenue churn, and compare with an alternative scenario.
- Customer churn
- = customers who left in the period ÷ customers at the start of the period
- Revenue churn
- = lost monthly revenue from customers at start ÷ monthly revenue from the same customers at start
- LTV
- ≈ average monthly revenue per customer × gross margin ÷ monthly customer churn
Open the calculator
Glossary
26 terms, briefly explained
Definitions, formulas and links to the article where the term is explained in depth.
The full glossary
Insights
Customer Success in Norway. We are planning an annual survey of how Norwegian companies organise, lead and measure the field.
- Status
- Being planned
- Data collected
- None yet
- Method
- Published before collection
Latest articles.
All 12 articlesChurn is not binary: The customer can stay while the revenue disappears
A customer who cancels is recorded as churn. But what about the customer who keeps using the service while their revenue falls by 80 percent? Traditional churn reporting can give a misleading picture of customer loyalty and commercial risk. To understand how the customer base is really developing, companies need to measure more than who stays and who leaves.
Measurement and analysis
Silent Quitters: The customers who disappear without cancelling
Measurement and analysis
The churn you never see: Why prevention is so hard to measure
Measurement and analysis
How to measure churn in a fast-growing company
The publication
Independent, open about sources, and run by one editor. No editorial team or advisory board behind it – and we do not pretend otherwise.
CustomerSuccess.no was founded by Jakob Jølstad, who works with Customer Success in the payments industry and has experience from companies with many small and medium-sized customers. The publication does not represent any employer.
Start with the foundations. Read the reference article first, or follow new articles as they are published.
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How we work
Sources, corrections and the line between facts and judgement.
Read the principles