Customer success doesn't really have a strict definition. We can go to someone off the street and go tell me what sales does and they go, well, you ring up strangers and ask them for money. Everyone knows what that means. What does customer success do? I don't know. There's no definition.
“Should should you absolutely always have?”
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How does that influence your thinking when you start to think about customer success, I. E. What's core? Should should you absolutely always have? And then how do you think about what goes around that depending upon the actual go to market motions? Yeah. I think what you've hit on there, Andy, is is one of the key challenges with anything related to customer success is, first of all, it doesn't really have a strict definition. I mean, we can go to someone off the street and go tell me what sales does and they go, well, you ring up strangers and ask them for money. Right? Everyone knows what that means. What does customer success do? I don't know. There's no definition. So that's one thing. The other thing is the reason it doesn't have a definition is highly contextual.
Why this clip
This exposes a fundamental problem with customer success as a discipline - the lack of clear definition compared to other business functions. The contrast between sales (crystal clear) and CS (undefined) is stark and challenges the industry to get more specific about what CS actually is.
What they said next
People try to build a large enterprise style CS company into that kind of motion, and really what you should be doing there is customer marketing. You should lean in really heavily in product and customer marketing backed up by a smaller group of people.
22:59 - 17s · Practical Framework
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