HarryBurton

In a world where customer expectations are higher than ever, many companies are making a dangerous mistake: cutting corners on customer success, support, and focus. Whether it’s slashing support teams, automating away the human touch, or treating customer success as an afterthought, the motive is clear—save a few pennies now, even if it costs pounds later. Spoiler alert: it will cost pounds later.

Customers aren’t oblivious. They notice when support is slow, impersonal, or downright unhelpful. Worse, they remember. And in today’s hyper-connected world, bad experiences spread faster than good ones. When companies treat customer success as a “nice-to-have” instead of a non-negotiable, they’re gambling with their reputation, loyalty, and long-term revenue.

In my career, I’ve been entirely driven by customer success. Building relationships, acting on feedback, and truly listening to what customers need has yielded incredible results—not just for me, but for the businesses I’ve worked with. And here’s the kicker: investing in customer success isn’t a “cost” at all. It’s the foundation of a successful business, particularly in tech, where the competition is fierce, and retention is everything.

Companies that see customer success as expendable need to grow up. It’s not just a department—it’s a philosophy. It’s the key to keeping your customers happy, your churn rate low, and your business thriving. Saving a few pennies by offering poor service might seem smart now, but it’s a shortcut to disaster.

The feedback I’ve seen from customers who feel truly supported has been transformational. It’s proof that putting the customer at the center of everything works. It’s time businesses stopped seeing this as an optional cost and started seeing it for what it is: the heartbeat of sustainable growth.

Don’t wait for the damage to show up on your bottom line. Invest in your customers now, and they’ll invest in you for the long haul.