Why pinning all churn problems on Customer Success alone sets everyone up to fail.
Mike Carter
Contributor and Founder
Why pinning all churn problems on Customer Success alone sets everyone up to fail.
Mike Carter
Contributor and Founder
A high-profile customer suddenly decides not to renew, and all eyes turn to the Customer Success team. “Aren’t you supposed to prevent this?” executives ask.
A high-profile customer suddenly decides not to renew, and all eyes turn to the Customer Success team. “Aren’t you supposed to prevent this?” executives ask.
Creative сhallenges
When Everyone Thinks It’s on You
A high-profile customer suddenly decides not to renew, and all eyes turn to the Customer Success team. “Aren’t you supposed to prevent this?” executives ask. Meanwhile, your CSMs are grappling with a product that lacks certain promised features, outdated marketing pitches that inflated expectations, and a sales handover process that left critical customer goals undocumented. Yet, when churn hits, the organization looks to you as the “churn prevention” department—overlooking the broader causes that contributed to the customer’s decision.
Creative сhallenges
When Everyone Thinks It’s on You
A high-profile customer suddenly decides not to renew, and all eyes turn to the Customer Success team. “Aren’t you supposed to prevent this?” executives ask. Meanwhile, your CSMs are grappling with a product that lacks certain promised features, outdated marketing pitches that inflated expectations, and a sales handover process that left critical customer goals undocumented. Yet, when churn hits, the organization looks to you as the “churn prevention” department—overlooking the broader causes that contributed to the customer’s decision.
User experience focus
One challenge was ensuring privacy controls while maintaining an easy-to-use interface. Our team developed an accessible settings menu that lets users control visibility without overwhelming them.
Designing an ad-free experience meant creating engaging content flows without traditional ads. We achieved this by focusing on rich, visual content and user-driven discovery options. One challenge was ensuring privacy controls while maintaining an easy-to-use interface.
User experience focus
One challenge was ensuring privacy controls while maintaining an easy-to-use interface. Our team developed an accessible settings menu that lets users control visibility without overwhelming them.
Designing an ad-free experience meant creating engaging content flows without traditional ads. We achieved this by focusing on rich, visual content and user-driven discovery options. One challenge was ensuring privacy controls while maintaining an easy-to-use interface.
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Effectively Communicating Customer Success Data—Winning Over Boards and Strategic Stakeholders
How to effectively make the case using data.
Customer Insights
Analytics
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How to effectively make the case using data.
Customer Success
Customer Experience
Reframing Customer Success
Customer success is not a monolithic solution.
Customer Success
Customer Experience
Reframing Customer Success
Customer success is not a monolithic solution.
