Customer Success Detractors

Jeremy Mulder

X is the biggest detractor of Customer Success at my company.

1. Who or what is X?
2. What is X's why?

Marcus Sparks

1. Prioritization is my biggest detractor
2. Early stage SaaS is the reference. 2 or 3 CSMs. Well defined process is lacking, and attention management is challenging.

• you have good people, with good biz sense - you can get good process in place
• but the first action is to ensure that your 3 CSMs are prioritizing the Customer over all else and that leadership has your back on this
• clear the blockers to customer-facing time and help your CSMs prioritize customer conversations 
• ask for action not motion...action that is reflected in documented call activity in the CRM (that's PHONE CALL, not email contact)