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Do you have Customer Success focused on the right things?
The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.”
But CSMs must refocus to add real value.
[Note: This article appeared on LinkedIn and had outstanding participation from many noted CS industry experts. Click here to read the post with comments on LinkedIn.]
In Customer-led Growth firms (CLG,) folks at the TOP drive this type of change. Everyone at your clients understands what’s important to their boss. When the leader(s) isn’t a part of driving change, the adoption process will suffer.
CSMs must therefore be “change consultants” and work with key stakeholders inside their clients to truly drive change/adoption.
And by extension, CSMs don’t have time to drive the tactical implementation with end-users. Yes, CSMs must be a part of the onboarding team/process, but the role of #CS is ✔strategic, not tactical.
❌ CSMs are not replacements for the training org: Trainers should be doing that.
❌ CSMs are not replacements for Tech Support: Support Engineers should be doing that.
❌ CSMs are not replacements for broken internal processes, such as Support or Product escalations: The right department should be doing that.
And so on…
Anything that detracts from the CSM’s role as a strategic partner erodes their ability to get their clients to truly adopt (with their hearts❤ and minds🧠) the new technology.