Customer Success Tech, Are we sleepwalking into Complexity?
All- Being on the pulse and knowing when to provide value to customers on time and just when they need it, is what keeps me awake and it is what gives the shivers down my spine. I think we all strive for it as Customer Success practitioners. However, Having designed few solutions from scratch and having extensively utilised some of the tools/ CSM solutions out there , I have often found myself arriving sooner or later at the same spot...
Feeling like my teams are not fully equipped to be proactive, I've spent and continuing to spend inordinate amounts of time and frankly speaking money tweaking the health score parameters so they are just right even though I continue to hear from my teams "hey boss, good job but to be honest we are still skeptical about the health scores…", I keep "streamlining" i think the appropriate word is probably "experimenting" with workflows, I have to resort to hiring someone or few people just to keep systems running and my CSMs are turning into "mini" trend spotters rather than spending time with their customer!
I am not looking for recommendations for a particular system as I believe I have utilised a number of solutions out there, I keep my eyes peeled to see what's new in the market place and besides, I am using one solution at the moment which is doing the job just fine but for how long until I get right back to the same spot? That is the question…
I am interested to hear about your experiences.
Global Head-Customer Success
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