We’ve all been there… In our efforts to fight churn we throw time, money, and people at the problem. We hire new leaders in hopes they will bring experience that will make the difference. We buy expensive new software platforms that promise results from better tracking and management. We go to conferences in search of those key ideas that could transform our results. We make some limited progress, but over time, our customer results don’t significantly improve. What’s missing? What will make the difference?
A Customer Methodology is a deep understanding of the customers’ success dynamics combined with a structured process for consistently driving customer bonding. A “health score” is not a methodology. Segmentation, touch cadences, customer training, adoption campaigns, and webinars are not methodologies. These are merely actions, usually applied haphazardly, and typically offering little or no leverage against customer outcomes. A methodology is the key to leveraging all your resources: people, tools, knowledge.