Eight Make-or-Break Customer Success Skills
The article identifies eight critical customer success skills—such as accelerating change and adoption, managing competing interests, and delivering sustained value—based on feedback from over 100,000 B2B purchase decisions, emphasizing their importance in retaining existing customers who generate 70–80% of company revenue and providing a checklist to help coach teams to enhance customer experience and loyalty.
70–80 percent of a company’s revenue comes from existing customers. But you can’t leave that revenue to chance. The experience your customer success team delivers can be the deciding factor in whether your customers choose to leave—or stay with you and buy more.
Real buyer feedback from more than 100,000 B2B purchase decisions has uncovered eight skills that can make-or-break your customer’s experience in key moments. Use this checklist to learn what they are and how to coach your team on each one. You’ll see how master skills like:
- Accelerate change and adoption
- Manage competing interests
- Deliver sustained value
- And more!
You know your customers are the lifeblood of your business. Tap into this resource to keep that crucial relationship thriving.