#customersuccess is change management at scale.

Whether we're bringing on a few customers per month or hundreds, we need to lead our customers through a process that answers the following questions:

What outcome are we trying to achieve?

Where are we today?

Why are we doing this?

What are the steps for us to be successful?

This is the whole idea behind a Joint Success Plan (formerly known as an "account plan") and why we should be starting to answer these questions even our customers sign a contract.

For enterprise customers we can afford to have processes that include these explicit conversations.

For SMB customers, we need to programmatically answer these questions as part of our go to market and delivery processes.

But if we don't get these questions answered, we aren't likely to maximize customer lifetime...

So, who in your organization is having these conversations with your prospects and customers?

View Original Discussion and LinkedIn