status quo
Sales threat, customer success opportunity.
culture of continuous learning
How to institutionalize critical thinking.
two sets of metrics
Customer success isn't renewals. It isn't upsell or expansion.
It's not onboarding,
the challenger csm
more personal trainers, fewer bartenders.
you're not as customer-centric as you think
If it's not service, then what is it that makes a company customer-centric?
Stop selling features
Customers buy your product because of your company’s ability to understand
Customer success plans
How *not* to build a success plan:
- show complexity
- use
Customer success plans
A success plan is a tool to help translate your product into
Offense not defense
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.