I recently had the opportunity to sit down with Adam Joseph from CustomerSuccessManager.com. Adam is the host of the Customer Success Conversations podcast, which brings in champions of customer success to talk about the burgeoning discipline – what does a ‘win’ look like in customer success, what obstacles does the field face now, and what will they look like in the future?
The conversation we had focussed on those issues many us in market research handle on a daily basis - how do we get a client in the 'detective' mindset? How do we encourage a client to be curious not only about their buyers but about themselves as well? Why is what we do so crucial for helping teams align - and why does it matter?
Naturally for a podcast on customer success we heavily discussed churn – both how we analyze it and what it really is. I explained our ‘species of churn’ model for churn analysis – the 3 Types of Churn - and delved into why understanding the buyer’s story can help you avoid relying too strongly on the wrong metrics. We also talked about how misleading reason codes can be – they’re only ever the trigger for action, never its root cause.
Finally I cover who really owns customer success – if the buck stops with the CEO, so too should customer success.
I hope you enjoy the podcast as much as I enjoyed making it. Thank you Adam for the opportunity to be on your show.