Boil it down and customer success is pretty simple: as simple as making sure you understand and can answer each of these questions.
- Do I know precisely how to drive/unblock value delivery at each of my customers?
- Do I have all the best practices and internal process/resources needed to enable me to consistently unlock this value?
- Do I have all the necessary relationships in place at each of my customers to allow me to deploy these best practices quickly and effectively?
Answer no to even one of these questions and you know now why you are struggling.
Answer yes to them all and it’s simply a matter of time and application before all your customers will be successful.
Of course the complexity we all face lies within each of these questions. Getting into the 3 yes’s position isn’t easy.