Recently, I witnessed a SaaS company where the MD was convinced that non-commercial people should handle customer success.
Spoiler alert: It went exactly as well as giving your vegetarian friend the grill at a steakhouse.
Zero direct questions asked. Pure assumptions. Strategy built on vibes.
Listen people – if you want to grow existing business, try this revolutionary approach called ASKING QUESTIONS. Wild concept, I know.
Understand your customers. Make them feel understood. Deliver solutions that create actual win-wins.
Stop assuming customers are desperate for your fancy, complicated solutions that solve problems they don’t have. That’s like bringing a fire extinguisher to someone who mentioned they enjoy candles.
And for the love of revenue, put commercial-minded people in customer success roles. These relationships aren’t charity work – they need to drive business value.
Your customer success strategy shouldn’t be a guessing game. If your team is playing charades instead of having direct conversations, you’re doing it wrong.
Assumptions are for math problems, not customer relationships.
