Learn to listen first, discover deeper & sell more. Discovery and listening expert, speaker & trainer. My methodology is based on 2,700+ B2B customer interviews. boblondon.co
The shortest Customer Success Masterclass ever 👇 The only way to keep a customer forever? And the first line of defense against surprise churn? Understand them. (It's a basic human need - to be heard and understood, and your customers are no different.) Understand their BIGGEST priorities, challenges, perceptions (or mis-perceptions) of your solution - and of course their desired outcome. How? ↳ Ask non-cliche questions they aren’t expecting ↳ Ask disruptive questions that open them up ↳ Start with a quiet mind ↳ Make them feel heard ↳ Don’t talk at them ↳ Stop interrupting ↳ Stop using so many slides slides ↳ Let them talk ↳ Let them talk ↳ Let them talk ↳ STFU (Silence Til You Fully Understand) And if you don’t, then… ↳ They won’t reveal their priorities ↳ They won’t reveal their challenges ↳ They won’t reveal how they perceive your solution ↳ You won't uncover what's MOST IMPORTANT to THEM And when that doesn’t happen, you can’t position your product correctly. p.s. If your customers aren’t engaged and opening up, I help CS teams solve that problem with more strategic customer conversations. If you’re a CSM, click my profile link to learn how.
100 % agreed
Customer Success Manager | Helping people crush their goals!
9moI always use your advice and even have a post it note on my wall that says, “Pause/Shut Up!” If my customers aren’t speaking more than 60% of the time, then my meetings aren’t a success.