When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig more deeply, I usually hear about how busy everyone is with
- Responding to email
- Closing renewals
- Following up on customer support requests
- Helping customer contacts with training
- Working CTA’s from the Customer Success platform that has identified
These are all noble and important activities. And each of those activities is about driving a great Customer Experience (CX). So, my follow-up is, “To what extent do these things drive Customer Success (CS)? All these activities are certainly designed to help the customer be successful.