Sales threat, customer success opportunity.
How to institutionalize critical thinking.
Customer success isn't renewals. It isn't upsell or
more personal trainers, fewer bartenders.
If it's not service, then what is it that makes a company customer-centric?
Customers buy your product because of your company’s ability to understand
How *not* to build a success plan: - show complexity - use
A success plan is a tool to help translate your product into
Customer success isn’t about reducing churn. It’s about preventing it from ever becoming a problem in the first place.. and fostering community, creating advocates and account expansion in the process.