Big red flag in Customer Success: If your CS team tells you a customer won’t churn because “we have such a great relationship!”, you should be worried! Customer Success isn’t about personal relationships. It never has been. Too many CS teams have set everything up to strengthen personal relationships and they have it wrong. CS is about business relationships. Instead of designing your CS team to ensure “regular touch points”, forcing QBRs on to your customers, and tracking customer champions, try having real conversations with your customers about what is best for them. Engage them only in meaningful ways that bring value in ways they need it. Spend more time consulting with them in their key objectives. Then sit back and watch them expand, renew and advocate. Your NRR and GRR will thank you. As will your shareholders. Oh, and you’ll find you have stronger personal relationships than you could have built in any other way. #customersuccess #renewals #expansion #nrr #grr #partnership
