Persuasive Benefit #2: Be less distracted by support tickets - Deepstash

Bite‑sized knowledge

to upgrade

your career

Ideas from books, articles & podcasts.

Persuasive Benefit #2: Be less distracted by support tickets

When support tickets rise en Masse, many Ceos hit the panic button. This sends Dev into a flurry of activity (disrupting what they were doing) what if we built a new feature? What if we did one big update? What if we asked each departing customer why they’re leaving and solved all of those issues? It’s the fast track to the dreaded "next feature fallacy" and the "product death cycle"




A customer success team is only as good as its information. But why aren't other departments clamouring at their door for these insights too? most of us come from a tradition of strict departments. You do your thing; I'll do mine. Which, along with Territorialism and downright inefficiency, leads...

  • Their customers — what they want, what they need, and how to bridge the gap between what your product does and this desired outcome.
  • The Onboarding process is where new customers tend to get stuck, where they drop out, and what can help them get over those hurdles.
  • Usage — h...

Product managers and engineers have a very different way of communicating than Touchy-Feely customer success agents. Just like a good marketing campaign, lead with benefits to them (rather than the customer) and put them in bullet points with Metrics if possible. Product managers and engineers have ...

Customer success data can pinpoint the trouble spots that matter most. But cs can't fix these problems themselves; they depend on Dev to come up with the solutions. What you think should be a "simple" change isn't actually asking for an overhaul of the entire Website. You can help Dev bridge that ga...

Customer success already builds out ideal customer profiles, in which the ideal customer’s pain points and ideal outcomes are recorded. It’s not a great leap to also create user stories that help Dev answer the question, “why are we doing this?” and Prioritize accordingly. Success can even take o...

The “ right” kind of feedback comes from ideal customers. The wrong kind of feedback can lead to wasting time on features that don’t serve your target audience. Customer success has already identified ideal customers. That means they know who to survey, and when they send the survey, they’ll get ...

Show Product Dev how their hard work impacts real people. Share customer stories and anecdotes. Share your numbers and stats. Celebrate successes.

Too often, Dev is removed from the effects of their work. They don’t get to see the end users succeeding. They don’t see how what they do makes ...

Which means that the company benefits, because you’re effectively maximizing lifetime value (aka. minimizing churn), which leads to growth. 

  • According to Bain and Co., a 5% increase in customer retention can increase a company’s profitability by 25% to 95%. 
  • Retention...

Discover and save more ideas by creating a


Deepstash account.

Develop a

reading habit

, save


and create an amazing

knowledge library




  • A study by Bain and Co. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. That’s a massive gain for a little amount of work.
  • One of the biggest reasons that customers churn is that they don’t know how to use your product. They end up getting no real va...



Churn can most basically be defined as resources lost in a given period of time. Typically it’s referring to users or revenue lost and is usually represented with either a percentage or dollar amount.

For example, if you had a 5% monthly user churn rate, that means each month 5% of your cus...




published 10 ideas

In this guide, we’re going to go over six strategies to reduce churn, with real-life examples from SaaS companies that have successfully done it.


The Duties of a Customer Success Manager

Customer Success Managers are responsible for developing a positive and trusting relationship with the client. This is a unique role that is a hybrid of customer service and sales.

When keeping up with your customer's value, it is important to communicate with them in a wa...