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.

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