Turn customers into partners.
Once your company delivers value to the customer, you have earned the right to do it again.
At least, you have earned the right to ask to do it again.
Your Customer Success team members think big. They are excited to forge a deep relationship with their customers. To solve more and harder problems. To introduce new products and services. To share new perspectives that make the world a better place. Soon, your client is asking you about renewals and expansions because they trust your company to do the best for them.
To build this partnership your Customers Success team starts small and …
focuses on one step at a time
focuses on the most-important step next
treats every customer as unique
leverages data to solve problems for people
holds themselves, their colleagues, and the client responsible