customer success

“The job is realistically is 70% CS, 30% sales.”

“When you have a meaningful volume of customers, you end up Spending, say, more than half your day just resolving problems or getting them going in your product, then that's the time that it makes sense to consolidate that work into a couple of individuals.”

“And so if you have accountability for all the leading indicators, things like adoption, customer satisfaction, and accountability for the outcome, which is renewal, then that creates the right combination of incentives for the entire team to be doing the right…”

“If renewals are primarily just that, a renewal conversation, where there's a quick, you know, exchange of papers, a quick conversation, if there's a change in price, but there isn't a detailed negotiation or any complexity with that transaction, that renewal p…”

“And if people continue to opt in to odd jobs or part-time jobs or even career modes that Include a customer oriented experience. Then that tells me that they are a customer oriented person. I've hired people who've never done anything customer facing into cust…”

“Rather than saying open-ended, why did you churn? Or why did you not renew? You can say, here are all the things you've told us. What am I missing? And, ok, if I were in your shoes, these are all the things that I was experiencing as a customer. This is the co…”

“The second place where you need to start to build some processes with implementation and onboarding. And this is actually a mistake that I see companies make. Is that they don't codify the 10, 15 step process of getting a customer onboarded. If you don't have …”

“Most of the value is created, or at least the seeds of value are created in the first 30 to 60 days. Now, if you have an implementation that takes much longer than that, that's understandable, but it's the beginning. It's the implementation and onboarding beca…”

“As you start to scale up, you need to think about role specialization. Those are the two places where it makes sense to start specializing your roles, support or implementation, because those are the things that are very high volume and highly repeatable.”

“From my perspective, I think that's challenging because customer success is core to the go-to-market motion and aligning CS at minimum to the revenue team and putting it in line with marketing creates a flywheel for your go-to-market team in a way that I think…”

“Oftentimes we talk about jobs to be done in the world of product, but it's very similar in the world of Customer delivery and all the teams in the customer success organization, because there are jobs that we need to build teams to deliver.”

“I think the need for a lot of product managers is probably going to go down. If you hire really product oriented for deployed software engineers, then they're going to be increasingly making the decisions on what makes sense to build for the max Some number of…”