March 26th, 2017
Quote Me Success!
My name is Matt, and I have a problem. I am addicted to Customer Success.
Over the last tens years or so I have read several books about Customer Success, I have read 100s of articles about Customer Success and the various best practices, and I have read 1000s of tweets about Customer Success and various thought-leaders opinions. Some I like, some I don't like, some I agree with, some I disagree with, some are relevant and applicable while others are not. All of this though has created me, has formed my ability to be a Customer Success professional, a practitioner and a leader.
Starting my new role at Rant & Rave as Head of Customer Success I was keen to share my knowledge with my newly-formed customer success team; some of that through detailed coaching and mentoring, while also through the sharing of best practices and quotes I have picked up along my own journey of knowledge building. Over the early part of this year while doing this I realised how many great quotes there are out there so I thought I would share my top 10 Customer Success quotes.
10 - "The seeds of churn are planted early" Lincoln Murphy at Sixteen Ventures
9 - “The biggest barrier to customer success is CEOs not making it an important part of the culture. It is just as important as new business" Nick Mehta at Gainsight
8 - “The growth of your company relies, more than anything else, on delivering lasting value to your customers. Acquiring new customers is essential, but if many of them leave, your business is a leaky bucket that will never grow" Oren Raboy at Totango
7 - "If we do not have employee success we will not have customer success" Catherine Blackmore at Oracle Marketing Cloud
6 - "No one ever bought your product just to log into it" Nick Mehta at Gainsight
5 - "Customer Success is not about happy customers - it's about successful customers"
4 - “Until you know what it takes to achieve success from your customers’ perspective you will just waste valuable time doing things that will have little long-term impact" Jason Whitehead at Tri Tuns
3 - "A strategy focused on customer happiness is not the key to long term renewal" Greg Daines at Client Velocity
2 - "Initial purchase decisions are based on hope. Renewal decisions are based on experience" Jason Whitehead at Tri Tuns
1 - “Customer Success is when your customers achieve their Desired Outcome through their interactions with your company" Lincoln Murphy at Sixteen Ventures
To be very honest, determining the 10 through to 2 was very hard and the order they should appear but the number 1 was so far out on its own in terms of frequency of quotes and re-quotes, the impact on the industry, myself and many peers, and in one very simple sentence it defines perfectly what the role of customer success managers the world over should be aiming for.
These are my top 10, and I am sure I have missed many more I would like and should have included. It would be great to hear yours so please let me hear them.
This was lovely thanks for sharing
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Matt Myszkowski - experienced Customer Success leader & founder of CustomerSuccessMatters