Customer Success - Your Company-wide North Star

Customer Success Quote

If you make your customers incredibly successful, customer churn will be low. Your customers' willingness to pay will be high and your customers prone to up- and cross-sells. A high customer lifetime value will be the consequence. Customers will also refer your products and services to potential new customers and such referrals and a strong brand will reduce your customer acquisition costs. A relentless focus on customer success should therefore lead to strong unit economics, a shorter payback period and high and very efficient growth. 

But customer success needs to be more than lip service. You need to act accordingly. If you, as the founder, only care about the next four weeks revenues, do not be surprised if the whole organization only cares about the next four weeks revenues. If you cannot see any customer success relevant metric on the dashboards you place all over your office space, no wonder nobody in your organization puts the customer first. 

As a founder, you need to guide your teams towards your north star. Customer success. Walk the talk! 

In my book FastScaling, I dive deep into the topic of how to generate and measure customer success.

 


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