Category: Customer Success
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Trusted Advisors for or to customers
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A Customer Success consultant recently wrote that it’s a common belief that Customer Success Managers should be trusted advisors to customers. However, CSMs should be trusted advisors for customers. Else we conflate Customer Success with Account Management, or even Customer Service. This is not uncommon in organizations. The first idea—being advisors to customers—is common in our industry…
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Retention is about measuring, not keeping
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Churn. The dreaded word that strikes fear into the heart of accounting, marketing, and even development. “Why are they leaving us?” The head(s) of Customer Success must track — and then know — why customers leave. Are there likely opportunities to recapture lost business? Yes. Is there a chance to save an account by explaining…
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What Customers are you Willing to Lose?
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Everyone talks about Sales. Few talk about Retention (although it’s equally important to Sales). Almost no one talks about helping some customers leave. When you first revamp a Customer Support department, a good question to ask management is “what customers are you willing to lose?”. You could also say, “You understand that this process of…