Maranda Ann Dziekonski, Or Guz, Kristi Faltorusso, Irit Eizips, Niclas Ramon Staberg
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.
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.
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.
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.
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.