Here’s a short list of things that make customer success complex, interesting and hard to get exactly right.

  • Each customer is different and usually wants different results.
  • Each customer usually has multiple stakeholders, each with their own priorities.
  • Getting everyone in your customer success team on the same page is hard.
  • Getting everyone in your company on the same page is even harder.

What helps?

  • Ensuring your path to value and supporting best practices are, as much as possible tailored not re-created.
  • Understanding how to vary your delivery by segment, by stakeholder and by need.
  • Ensuring everyone in your customer success team has the same understanding of how to deliver success for their customers.
  • Ensuring everyone in your company understands the role they play in delivering customer success.

What holds all of this together?

  • A focus on delivering outcomes, value and ROI.
  • Codifying your best practices, your outcomes & value framework, and your approach to get customers to ROI.
  • A plan to differentiate how you treat segments by #delivery: not by content, outcomes, value or ROI
  • Building and maintaining your CS framework with your customer success team then sharing it widely across your company.
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