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.