Customer Success – Finally Drinking like Sales People Do
Customer Success is maturing! How do I know?
My first indication is the amount of drinks we’ve had together last night at Norwood. Reminds of some other crazy times ten years ago with a bunch of tech sales people in NYC.
For the first time, when asking a room full of people (over 100!), how many of them actually practice customer success daily – all hands went up.
We’ve spent some time talking about models. The business model of customer success and how the business metrics of maximizing customer lifetime value are should be the goal.
We’ve had a lively conversation about Farming vs. Hunting and the metaphor of running a Grove of customers, as the title of the book “Farm Don’t Hunt – The Definitive Guide to Customer Success” suggests.
And lastly, we’ve shared operational tips on portfolio management, prioritization and measurement at the customer success, director and VP level. This is exciting!
For your convenience, here’s the presentation I’ve used below. Looking forward to seeing you again – the good customer success people of New York!