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Category: Events

ChurnZero announces CSM Appreciation Week for the Customer Success industry

Posted on 10/05/2022 Posted in Events, News

ChurnZero, a leading Customer Success platform, has announced the first CSM Appreciation Week to recognize the dedicated work of Customer Success managers (CSMs) across the SaaS industry. Held from May 23 to May …

ChurnZero announces CSM Appreciation Week for the Customer Success industry Read more…

2022 EMEA CS Excellence Awards

Posted on 09/05/2022 Posted in Events, News

London June 15th, 2022 Award categories: Customer Success Manager of the Year Customer Success Leader of the Year Customer Success Rising Star and also Best Use of Technology in Customer …

2022 EMEA CS Excellence Awards Read more…

ChurnZero announces BIG RYG 2022: the Customer Success leadership summit in Washington, D.C.

Posted on 08/04/2022 Posted in Events, News

ChurnZero, a leading Customer Success platform, will host BIG RYG 2022, a Customer Success leadership summit in Washington, D.C. on October 12-13, 2022. Registration is now open for this two-day event that will see hundreds of Customer …

ChurnZero announces BIG RYG 2022: the Customer Success leadership summit in Washington, D.C. Read more…

Totango Global Executive Forum – Mar 14-16 Carmel Valley, California

Posted on 10/03/2022 Posted in Events, News

Totango Announced The 2022 Global Executive Forum To Discuss The Future Of Customer Success Totango, the leading Customer Success Platform that unleashes the power of agile customer journey creation to …

Totango Global Executive Forum – Mar 14-16 Carmel Valley, California Read more…

Reorienting the Value Chain for the Age of the Customer

Posted on 10/03/2022 Posted in Events, News

Industry advisor Geoffrey Moore’s strategies for building and transforming companies in an age of disruption were birthed as technology was beginning its reign, with “Crossing the Chasm” first published back …

Reorienting the Value Chain for the Age of the Customer Read more…

The 8th SaaStr Annual 2022, World’s Number One Cloud Gathering Announced: Sep 13-15, SF Bay Area

Posted on 19/01/2022 Posted in Events, News

Join 10,000 Cloud and SaaS Founders, VC, and Execs. Outdoors, festival style! 3 full days, 100’s of workshops, and 1000s of Mentoring sessions— all to help you scale faster. 10,000+ …

The 8th SaaStr Annual 2022, World’s Number One Cloud Gathering Announced: Sep 13-15, SF Bay Area Read more…

Jan 12, 22: Customer Success Learnings from 2021 and What Lies Ahead in 2022

Posted on 06/01/2022 Posted in Events, News

What are the key events that shaped the world of Customer Success in 2021? And what are the top trends for 2022? Join Irit, Peter, Prithwi, Rick, and Sue in …

Jan 12, 22: Customer Success Learnings from 2021 and What Lies Ahead in 2022 Read more…

January 20, 2022 – Customer Success at the Center Summit, by Catalyst

Posted on 04/01/2022 Posted in Events, News

A one-day virtual summit bringing together over 25 leaders from the world’s top technology companies like G2 Crowd, Monday.com, and Pendo to share their secrets to building high-performing, world-class organizations …

January 20, 2022 – Customer Success at the Center Summit, by Catalyst Read more…

SaaStr Scale: FREE Digital Event Dec 15th, 2021

Posted on 02/12/2021 Posted in Events, News

SaaStr Scale is a completely immersive, live digital event for Founders and Revenue Leaders to share best practices: A one-day, turbo-charged digital event All streaming live The best-of-the-best in Sales, …

SaaStr Scale: FREE Digital Event Dec 15th, 2021 Read more…

SaaStr Annual 2021: The World’s #1 Cloud Gathering

Posted on 13/09/2021 Posted in Events, News

September 27-29, 2021 If you are a B2B founder, exec, revenue leader, or investor, SaaStr 2021 is a must-attend event! Join 5,000 Cloud and SaaS Founders, VC and Execs. In-person, …

SaaStr Annual 2021: The World’s #1 Cloud Gathering Read more…

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The Customer Success Café
The Customer Success Café

👉 theCScafe.com – Customer Success fundamental skills and best practices to get ahead in 2022 and beyond!

#14 The Customer Success Café – 3 Assumptions Most People Make in Customer Success (And How You Can Avoid Them)
byHakan Ozturk

Assumptions are dangerous.

It lets you build a story that often doesn’t reflect reality.

Moreover, it’s a lazy and toxic behavior that often gets you to the wrong conclusions.

This is why the most effective people base their judgment on actual facts. They ask further questions to understand and investigate deeper while staying objective in every single decision they make.

And here are 3 common assumptions most people make and how you can avoid them:

1) Customers can use your products out of the box

It’s the d-day.

Your product is ready to be launched with all the improvements and bugs fixed based on the many customer interviews you’ve made earlier and the feedback you collected so far.

You’ve included the latest features your most valuable customers asked for and tested every single new functionality.

All is running perfectly and you release the product assuming it’s intuitive enough for your customers to use it immediately.

But after a while, you realize the new functionalities you’ve pushed for are not being used as frequently as you expected. Moreover, you started getting calls as your customers are stuck with using the new tools.

Sounds familiar?

The mistake here is the assumption you made that customers can use your product as it is.

You thought it was easy for the customer to figure out how your product works.

You even started blaming the users themselves for not being aware of the most basic actions they can take within the product.

But the truth is the issue is never with the end-user.

It’s your job as a company to ensure your product is easy enough for the customer to use it with the least friction possible.

It’s therefore key for you to first deliver a stellar onboarding process with the fundamentals of using your products or services. You need to literally show your customers even the most basic actions they can take.

So, don’t just assume they can use your products out of the box.

2) Customers will contact you for any issues

This is one of the biggest threats to successful renewals and account expansion.

While most of your key contacts will reach out to report a challenge they are facing, not all of them are engaged enough with your products to report back or log issues with your support teams.

Most users will prefer going silent rather than finding out how to report an incident if the process is too much of a burden.

In practice, you should reach out and talk to your customers as much as you can to identify any uncovered concerns.

But overall, you need to ensure it’s super easy and fast for your customers to provide feedback so you can act on it quickly.

The reason for that is simple.

For example: do you remember the last time when you wanted to unsubscribe from a mailing list but never managed to do so?

At some point, people will just give up as they will lose confidence in your ability to assist. This has such a negative impact on the company brand that you may even start losing customers earlier than expected.

So it’s critical for you to ensure your customers can reach out to your teams and get their concerns resolved as easily and directly as possible.

Even if you don’t get any issues being reported, don’t just assume everything is OK. There might still be some uncovered reasons which could lead you to wrongful considerations.

3) A happy customer is also successful

#14 The Customer Success Café – 3 Assumptions Most People Make in Customer Success (And How You Can Avoid Them)
#14 The Customer Success Café – 3 Assumptions Most People Make in Customer Success (And How You Can Avoid Them)
15/05/2022
Hakan Ozturk
#13 The Customer Success Cafe – 9 Things A Customer Success Manager Should Never Say At Work
08/05/2022
Hakan Ozturk
#12 The Customer Success Cafe – 5 Easy Steps To Customer Success (And How To Walk Your Own Way)
01/05/2022
Hakan Ozturk
#11 The Customer Success Cafe – The Feynman Technique or How to Learn Anything in Customer Success and Beyond
24/04/2022
Hakan Ozturk
#3 The Customer Success Cafe – 5 Daily Habits You Should Form To Avoid Firefighting And Losing Control Of Your Day
18/04/2022
Hakan Ozturk
#10 The Customer Success Cafe – 5 Customer Success Metrics You Wish You Knew Earlier
17/04/2022
Hakan Ozturk
#6 The Customer Success Cafe – How To Grow Your Linkedin Audience in 5 Easy Steps
16/04/2022
Hakan Ozturk
#5 The Customer Success Café – Top 5 Metrics You Should Master in Customer Success
15/04/2022
Hakan Ozturk
#2 The Customer Success Cafe – How to Write Cold Emails That Get 90% Responses ?
11/04/2022
Hakan Ozturk
#9 The Customer Success Cafe – 4 Natural Emotions You Should Use To Drive Better Customer Outcomes
10/04/2022
Hakan Ozturk
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A quick PDF guide to success
for FREE!
By downloading, you agree with our privacy policy and subscribe to our Customer Success Café newsletter and exclusive CS updates.
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