The only universal truth in Customer Success is that it’s always evolving.
If you’re using the strategies and tactics popular even 3 years ago, you’re being left behind.
The more contact our ideas, frameworks, and methodologies have with customers, the more we learn, and the more things need to evolve.
And over the past few years, that evolution has happened far more rapidly than anyone could have foreseen.
The world of Customer Success is Ripe for Disruption
Traditional approaches to Customer Success Management – often held tightly by those that have implemented them – have left companies still grappling with high churn, higher contraction, low expansion, their limited resources stretched thin, and burnout and turnover among Customer Success Managers (CSMs).
But what if there was a fundamentally different way to think about your customers, a method so innovative that it could revolutionize how we approach Customer Success and capacity planning?
Enter Appropriate Experience (AX)-based Coverage Segments, the future of Customer Success.
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