Think customers won’t pay for customer success? Think again…
Types of customer success *services* customers will pay for:
- Escalated support and a named contact
- Ad-hoc access to a product expert
- Strategic consulting and planning
- Hands-on configuration support
- Hands-on admin support
These are value-add services, and we shouldn’t be afraid to charge for them. Two birds, one stone. They help the customer get results, and they pay for themselves.
What customers should not pay extra for:
- Relationship management
- Account management
- Expansion selling
Don’t settle for a shallow discussion around paid CS.
What services could you offer customers that will solve their day-to-day problems, improve their results, drive retention/expansion, and pay for themselves?
