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What To Do When You Spend All Your Time On Customer Success, Yet You Don’t Have Time for Customer Success

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

  1. Responding to email
  2. Closing renewals
  3. Following up on customer support requests
  4. Helping customer contacts with training
  5. 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.

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