The 7 Laws of Customer Success

Posted by lincoln-murphy under Marketing
From http://customersuccess.gainsight.com 3712 days ago

Customer Success Management has a simple goal - make your customers successful so they stay longer, spend more, and tell others - but the execution required to achieve that goal is somewhat complex.

Here are the 7 Laws of Customer Success to help you get started in the right way:

1. Your Customer’s Initial Desire is to be Wildly Successful with your Product
2. The Natural Tendency of an unattended Customer is Towards Churn
3. Your Churn Rate is your Choice
4. All Customers are Not Created Equal
5. Traditional Relationship-based Loyalty Doesn’t Exist
6. It’s Not Customer Success’ Job to Make Customers Happy
7. There’s a Natural Retention Rate for you and it’s Not 100%

As Customer Success Evangelist for Gainsight, Lincoln Murphy has one goal; to get everyone to see the customer's success as your success.