Customer Success is a critical function but it’s only one of many that matter to a CEO, COO, CRO or CFO. When it’s time to really lift the lid and dig into the details what are the key questions to ask to ensure a productive discussion.
Are Success Conversations About Adoption Or Outcomes & Value?
How Do We Ensure The Right Set Of Outcomes For Each Customer?
How Do We Ensure Consistent Execution Across Our CSM Team?
How Are We Segmenting Our Customer Base?
How Do We Identify A Healthy Customer?
How Do We Identify An Unhealthy Customer?
Do We Have An Established And Effective Relationship With The Senior Stakeholder At Every Customer?
CSM’s and leadership should have well understood, consistent and effective answers to each of these questions.