#QuickTopic: How much do you listen to your CS team?
So, say you have been thinking about Customer Success from the beginning of your company’s growth and you have a team in place. Great!
How much do you listen to what they have to say, and how much do you actually consider their input as you refine and upgrade your company’s strategy? Your CS team is as good as none, if you just let them be, and you have little to no info about the things they are learning every hour of working with your customers; or even worse, if you have all this info, but you do nothing with it as you continue to build your company.
Customer Success is not only a team, and it is not only a set of practices that a group of people are responsible for. It is a lot more than that.
It is how your company responds to shifting market demands,
how you react to feedback or criticism from your customers,
how you shape your product strategy,
what you prioritize and what you focus on,
who do you involve when things don’t go according to plan.
If your business is truly a Customer Success minded one, then you would not be pointing a finger at your CS team when you have increased churn, or when customers aren’t growing enough, or when you get bad adoption. You would actually look across your entire business and all its functions, and you would try to introduce holistic change that supports your CS team (as your company’s face in front of the customer), so that they can actually be strategic and guide the customer towards meeting their goals.
Then you can truly say you have a healthy CS strategy in place.
