The biggest customer success problem isn't what you think it is
“And I think that's one thing that I've always advised, you know, lots of people, including myself, to remember that we live this.”
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I think the challenge is is not the the consistency of the KPIs as it relates to customer success. It's the understanding of those KPIs outside of the world of customer success. And I think that's one thing that I've always advised, you know, lots of people, including myself, to remember that we live this.
About this clip
Pat Phelan reveals that the real challenge in customer success isn't measuring the right KPIs internally, but getting the rest of the organization to understand what those metrics actually mean. He argues that customer success teams often live in their own bubble and need to better communicate their value to other departments.
Why this clip
Phelan challenges the common assumption that KPI consistency is the main customer success problem, instead identifying organizational understanding as the real issue.
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