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Rule #5: Write Your Own Rules
Art by: Sergey Deykin
Lists of customer success tips can provide some great insights. But use them as your starting point.
Every business has different needs, depending on what you sell, how you sell it and to whom. Being responsive and flexible while caring about their success should be a goal for every CS team.
- Write a list of your own values and best practices.
- Keep track of what works and what doesn't.
- Be willing to change things that don't work.
One of the ideas from Being Human Rules says, "broken systems cannot success." Always look for ways to deliver the best of what you have to offer.
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Rule #2: Shut Up & Listen!
Art by: Iryna Korshak for Netguru
Shut up and listen - it might just be the kindest thing you can do. When it comes to helping other people, especially in business, let them talk.
Everybody has...
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Rule #1: Be Human
Art by: Josephine Rais
It's typical for customer success teams to view customers as tickets to solve rather than people. Most of the metrics used to evaluate CS teams are ba...
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Rule #4: Be Ready to Give
Art by: Ryan Vatzlavick
"Let me ask my manager and get back to you..." This sucks.
Leaders of CS teams must empower CSMs with a range of things they are authorized to offer unhappy customers.
Some examples include:
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How to Help Customers Succeed
Art by: Keith Lowe
Hungry people are not happy people. I learned this more than 25 years ago while waiting tables in a Mexican restaurant.
The customer might not always be right, but helping them succeed means actually caring about the va...
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Rule #3: Delight the Customer
Art by: Roberlan Borges Paresqui
Surprise a customer with something delightful and the effect is magical. It takes very little to do this, but it has very big returns.
Here are a...
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Customers are human beings. When we make every effort to give them the most value we can success is sure to follow.
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