Discovery is not just for prospects, it's for customers too
MUSIC TO MY EARS.
"Discovery isn't just reserved for prospecting new customers. It's something that should be ongoing throughout the relationship" ~ Ronni Gaun
So said Ronni Gaun, Top 100 Customer Success Strategist in 2020 when I interviewed her for the Key Account Management in Action Vodcast.
Ronni shared many reasons why customer success is so important right now, not least because it's moved beyond how a customer uses your solution to why.
And that means:- Be alert to churn queues
- Find expansion opportunities
- Understand your customers business
- Ask questions that go beyond the obvious
- Reflect on what's important to your customers
- Always know what your next step is
Ronni promotes self-awareness and reflection.
Recommended Resources
The Many Reasons Why Customer Success is Important w. Ronni Gaun
The customer success revolution is here. It's become a human-to-human movement that drives growth and Ronni Gaun, a top 100 customer success strategist in 2020, explains why it's important and how business can benefit.
