Which practice is NOT part of a customer success strategy?

A customer success strategy is focused on ensuring customers achieve their desired outcomes while using a company's products or services. This involves proactive engagement, continuous support, and fostering a strong relationship with customers over time.

Offering support only during crises does not align with the principles of customer success. A core aspect of this strategy is to maintain an ongoing relationship with customers, identifying issues and areas for improvement before they escalate into crises. Providing support exclusively during problematic times can lead to customer dissatisfaction and ultimately harm retention, as it reflects a reactive rather than proactive approach.

In contrast, the other practices mentioned—creating a referral program, diagnosing problem areas, and forming a dedicated customer success team—are integral elements of a solid customer success strategy. These practices contribute to enhancing the customer experience, building trust, and fostering long-term loyalty. They illustrate a commitment to understanding and addressing customer needs consistently, rather than responding solely when problems arise.