I’ll skip the introduction today and dive right into the matter. There are 17 common practices I’ve encountered that hurt CSMs’ performance in every industry, market, and location. 1. Don’t guess your customers’ needs Many CS teams don’t know what kind of services and inputs their customers need. What’s worse is they spend little time to find out because it does not “scale”. What they don’t know is that (almost) all the time they spend on firefighting, quick-fixing, and band-aiding results from making guesses that turn out to be wrong.
17 Customer Success Don'ts
17 Customer Success Don'ts
17 Customer Success Don'ts
I’ll skip the introduction today and dive right into the matter. There are 17 common practices I’ve encountered that hurt CSMs’ performance in every industry, market, and location. 1. Don’t guess your customers’ needs Many CS teams don’t know what kind of services and inputs their customers need. What’s worse is they spend little time to find out because it does not “scale”. What they don’t know is that (almost) all the time they spend on firefighting, quick-fixing, and band-aiding results from making guesses that turn out to be wrong.