What’s in the book

  • Should customer success managers own a number? Does health score predict churn? Does adoption mean no risk?
  • In this book, we're debunking some customer success myths as told by the best customer success leaders?
  • Every chapter has a myth to leave behind. Some of them are bold. Some are unpredictable. Be open-minded and see what you can take and bring to your team as an open conversation. 

Learn from top industry leaders

Maranda Ann Dziekonski
Chief Customer Officer at Swiftly

I want CSMs to do more than make customers feel good about the product. I want them to think strategically about ‘How can I ensure my customers are getting value out of our product so they would be willing to invest in us and deepen the partnership.

 

 

Irit Eizips
Chief Customer Officer & CEO at CSM Practice

We conducted a survey during Q4 of 2020 at CSM Practice to evaluate whether or not there’s a correlation between health score and churn rate. What we found was that there’s no clear connection between the two.

Kristi Faltorusso
VP of Customer Success at ClientSuccess

Every single team in the organization is responsible and accountable for the outcomes of the customer. Everyone needs to stop holding customer success solely accountable for that metric.

Or Guz
Director of Customer Success at PerimeterX

Many customer success leaders, may say that customer success is all about delighting the customers. While I don't disagree that it's important, if we don't want our customers to churn, we need to know how to prevent that from happening. And making the customer happy is not the way to prevent churn.

Niclas Ramon Staberg
Chief Customer Officer at Hive Streaming

I have seen companies say ‘we don't have any churn risk because customers are using our product a lot, and license utilization is very high.