Customer Success IS Your Product
No matter what type of company you run, your job is to make your customers successful with your product or service. If you don’t, they will churn — no matter how amazing your product is. If I hire a personal trainer and he doesn’t manage to get me to the gym, I will churn — even if he is the best trainer in the world. If I am looking to buy real estate and my agent doesn’t lead me to good deals and successful outcomes, I will churn. Churn is a problem that kills your company’s ability to stack revenues from customers you already acquired, sold, and have built a relationship with.
This is not the 1990’s anymore. You are not selling a product or service that is left for the customer to figure out. Customers will end up churning simply by not using your product due to laziness or distraction, not following your guides, and many other reasons that don’t seem to be your fault. But THEY ARE YOUR FAULT. YOU have to guide them to success in using your product or service. You have to be proactive about it, even aggressive. The customer is never happier, more excited and motivated than the day they first buy. Your job is to maintain that while you guide them to their successful outcome.
About the Author Nick Friend
Nick Friend is an Entrepreneur, Investor, Husband, Father of 3 daughters. Built businesses from scratch to 8 figures, and has been nominated for several Entrepreneurship awards. Nick enjoys helping other entrepreneurs, particularly those fighting the struggle from $0-10 million.