Customer Success Factors In the era of cloud and the subscription economy Every Customer deserves an enduring commitment from their vendors Celebrate renewal more than the first sale. Customer churns are not affordable for survival. Our Customers should be our advocates; not just customers. Constantly check in with customers and adapt products and services based on their needs. Emotional loyalty wins over intellectual loyalty. Winning both is smarter. Customer Success is proactive and predictive; Customer Support is reactive and responsive.