Jarren Pinchuck’s Post

For nearly 20 years, before "customer success" became ubiquitous, my job was to renew, upsell, cross-sell, and resell. I just didn’t know it. Quick story: During a sales meeting, I first discovered the value of customer success when a colleague with>30 years of experience shared his retention and upsell strategy with us. His ppt started... -Account A - 100% penetration  -Account B - 100% penetration  -Account C - 50% penetration. My plan, I kid you not, one page:  LOVE YOUR CUSTOMER. No "whitespace" nor "multithreading" nor (insert buzzword). Now, this did not mean making them happy. He was a challenger. Here's the essence: Simplicity: We remembered every vision we promised to each customer. Actionable Insight: We knew their needs before they asked. Strategic Focus: Very few times, we showed a new product that belonged to no pain. #loveyourcustomer - not a tagline but a simple plan.

Why Customer Success is the new frontline of revenue generation – move over Sales, it's time to redefine your strategies. Gone are the days when sales teams solely drove growth. It’s time to redefine your strategies and embrace the power of Customer Success! Here’s why: 1️⃣ Retention Over Acquisition: It’s often said that acquiring a new customer is five times more expensive than retaining an existing one. A strong Customer Success strategy ensures your clients are not just satisfied, but truly engaged and loyal. 2️⃣ Upselling Opportunities: Happy customers are your best advocates. By focusing on their success, you create natural opportunities for upselling and cross-selling, leading to increased revenue without the hard sell. 3️⃣ Feedback Loop: Customer Success teams gather invaluable insights that can drive product innovation and enhance user experience. This alignment not only improves your offerings but also fosters a community of advocates. 4️⃣ Long-term Relationships: Building lasting relationships transforms your clients into partners. When they succeed, you succeed—and that’s a win-win! Let’s shift the focus from just closing deals to ensuring our customers thrive. It’s time to invest in Customer Success and watch your revenue soar! 🌟

  Thinking allot about customer retention? How about using your partners solutions and services throughout the customer journey?   Be the champion and get your partners offering into the rest of the org and especially the teams that look after customer success?   The opportunity is enormous and in front of you. Start thinking about the impact your partners will have. Your partners are already there within your program. There are numerous initiatives that can be created between relevant parts of the org and your partners. The focus once customer success is understood should be to add value at all the various stages the customer may go through whilst they are still paying you. They need to see value otherwise they will leave. Examples could be new product launches or features and getting your partners to create solutions and services enabling quick adoption or training/consulting offers or post sale migration and implementation services. There are so many cases here and would cover nearly any stage or need.   The idea is ensuring customer success with less churn and more growth by bringing your partners closer to the teams speaking directly to customers at the exact time they are needed.

Customer Success is all about building partnerships with our customers. We engage with them on many levels to ensure their goals are met, and when they are engaged, they are more open to suggestions on additional products or services. We own the delivery and success of our customers' goals, and it's not about pushing sales; it's about providing value that they may not even know they need. As trust grows, so does the likelihood they'll say "yes" to more of what we offer. If you're a Customer Success Professional looking for ways to implement and work on customer retention strategies that demonstrate product value, here are some effective tactics to try out: - Drive the Value - Simplify the Product - Provide Constant Guidance - Write articles about value outcomes and product guidance - Track and Record All Communication - Provide Additional Support as needed By following these strategies, we can build trust with our customers and showcase the value of our products in a meaningful way. Remember, it's not just about making the initial (or upsell) sale, it's about providing value and building long-lasting relationships with our customers. #customerengagement #customersuccess #successcentered

In today’s fast-evolving market, sales and customer success are more intertwined than ever. Gone are the days of one-off transactions. Now, it’s about fostering long-term relationships. As a Customer Success Manager, I've seen the shift: success isn’t just meeting quotas, it's ensuring clients thrive. This trend is reshaping strategies, focusing on customer retention and value delivery. Let’s adapt, innovate, and keep our clients at the heart of everything we do. #SalesTrends #CustomerSuccess #MarketEvolution #ClientRetention #ValueDelivery

😕 Hard truth: A great relationship with your customer will not keep them from churning.  🚫 That’s why CSM sentiment is lousy at measuring customer health. 📉 📖 True (embarassing) story: 😳 I once had a customer that I talked to all the time, who had great metrics churn for a competitor. I was FLOORED. What about all those times we talked about our dogs? 🐕 We spent summers in the same little town! 😎 She even asked me for restaurant recommendations last week!!! 🍽️ When I asked her what happened – do you know what she said? “The other company has features that you just don’t have yet. I knew we were leaving, but I didn’t want to hurt your feelings because you’re so nice…” 🤦🏻♀️ Great. No matter how much the customer may like you, if your product isn’t getting them the results they are looking for 🫥 they’re out. 👉 A relationship is not a strategy. Great relationships aren’t customer success.  Great OUTCOMES are. 💡 Don’t get me wrong, relationships DO matter… 👯♀️ it’s what drew most of us to CS in the first place! But it can’t fix a broken product or a bad customer fit. 🤷🏻♀️ Customers WILL leave over bad service… But they won’t stay solely because of it. 👋🏻 #customersuccess #strategy #customerservice 🤔 Want to create a CS strategy based on Customer Outcomes? Sign up for my newsletter below for actionable insights - delivered weekly(ish).

Customer success is about delivering impactful outcomes, not just building relationships. While strong connections matter, clients won’t stay if the service or results fall short. It’s the value we deliver that truly drives loyalty! 💪 #CustomerSuccess #ClientOutcomes #CustomerRetention #BusinessGrowth #RelationshipBuilding

I've had a lot of conversations this week about Customers: What investment do companies make in customer success? Customers are incredibly expensive to acquire and often sales cycles last over a year. Post implementation, a lot rests on customer success functions to deliver on the contract, lay the foundation for contract renewals, and execute on the inevitable price increases. This week, I'd like to share my thoughts on the top 5 (ish) things a new Customer Success Leader might look at when they first join an organization.  It's not easy jumping into a new environment (company/industry) where expectations are high, there's an urgency to build customer trust, deliver results quickly, and revenue retention is at stake.   Here is where I'd start... 💡 Team + Tools: Ask your Customer Success (CS) team to educate you on the health of each customer/segment from their POV.  (This provides both an understanding of the customer and the CS team's confidence in their relationship with the customer.  If you peel it back further you can discover what the CS team has in terms of resources/tools to get at this information and analysis. Do they have what they need to accomplish their goals?) 💡 Customer Champion: Identify the business champions plus why they purchased the product/service.  Is there still a business champion and/or decision maker engaged? 💡 Data: Identify any/all customer data tracked, what's reported internally and externally.   Is it useful and actionable?  Is NPS a part of that data? 💡 Churn: What is the customer churn rate? 💡 Relationship Building: Are there regular schedules, agendas, and attendees for in person meetings with the customer?  If you are not in front of your customers on a regular basis, you cannot expect to move the business. The top 5 may vary depending on customer base, industry, and market channels, but it's a solid start for the first 30 days.  And of course, I'd love to hear what has worked for you. 🎯

Too many managers set vague goals — Improve customer retention, for example — leaving their teams unsure how well they’re doing or even exactly what they’re working toward. This simple formula, from FranklinCovey’s "The 4 Disciplines of Execution", provides a powerful way to identify “where you are today, where you want to go, and the deadline for reaching that goal.” While not every single goal naturally fits this formula, using it can help you and your team talk about goals in ways that are specific, measurable, and easy to understand and communicate. Click here to read our blog on "The Formula to Achieve Goals". https://lnkd.in/drhsXcwA