Customer Success Monthly Magazine

With Subscription economy, the customer is empowered to fire you and only wants to pay for value. Nothing else. No wonder you have invested in Customer Success technology, but are the current Customer Success technologies equipped enough to meet challenges.

Some of the struggles of modern Customer Success teams that we identified in our survey are

• The ‘hero’ CSM: Cracking the value delivery formula means delivering value consistently. And that has been a struggle for every customer success team.
• Scaling success team: Hiring a new CSM is only the first step, onboarding a CSM is the real challenge. It takes more than just training sessions. Learning which parts of your product have the value that will retain the customer. Knowing which use case will drive an upsell has a clear six to nine-month or longer learning curve.
• CSM learning curve: Knowing what it takes to deliver value, takes time to learn what every CSM has to go through. No wonder some of the more experienced CSMs have mastered the art and show up the heroism every now and then, by saving the most impossible customers and driving large upsells. But taking 6 to 9 months is not the most efficient way of onboarding new CSMs.
• The work from home ‘lonely’ CSM: We love not commuting to work, but we miss the everyday guidance of our peers and managers. It requires you to be friends with your peers, learn from every customer conversation they have, bounce off your messages with a trusted success team member before sending it out, and more.
• Risk signal, but what next?: CSMs get the data-driven risk signals, but what should be the best next step leaves them guessing. A hit-and-trial approach can only go so far.
• Renewal is due, it's too late: Jumping in when a renewal is due, is already too late to retain customers.

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Customer Success is growing at a rapid rate and your company should be getting ready to adapt and improve. The Customer Success trends show the emergence of AI and automation for increased efficiency. They also show how customer centric businesses are becoming. They are focusing on the value aspect, building strong relationships and communities. 2022 is going to be a big year and we hope that you contribute maximally to it!