The Customer Success mindset is mindfully set at the top, and is the collective responsibility of the entire organization, not just one department. The right mindset sets the tone and therefore influences the outcome of customer satisfaction and retention, which can be easily measured.
Ever thought of something that you were asked to do at work as “not my job!”? Ever felt that anyone else but you should have the privilege of dealing with an angry or unhappy customer? Ever thought that you’ve done everything you could, and if the customer is still not happy, then “too bad, nothing more I can do about it”. If you answered ‘Yes’ to any of these, then think again.
The truth – It IS your job, It is EVERYONE’s privilege, and you CAN do something about it! In fact, you should be doing some-thing until the customer situation has been resolved to satisfaction.
Customer Success is EVERYONE’s responsibility. Not just yours or mine or theirs, but OURs. This attitude or mindset begins with leadership at the top and should be pervasive, down and across the org hierarchy.
Even if your job function or role doesn’t put you in direct contact with the customer, it definitely impacts someone who IS in contact with the customer. For a product/service organization, the success of your customers ensures higher satisfaction scores, higher net promoter score, higher retention rate, all of which lead to higher recurring revenue and expansion revenue. And, at the center of this very happening customer journey, is your rockstar CS team working hand in hand with your Sales and SE teams!
So, with this much responsibility, what constitutes a great CSM? – certainly a topic for discussion.