I work with companies around the world as a Customer Success consultant, I speak at events, and I do workshops.
I’m constantly teaching others about Customer Success.
And even more, I’m constantly learning.
My understanding of Customer Success is constantly evolving.
As I am exposed to what’s working – and what’s not – both at a conceptual or strategic level and the day-to-day tactical level, I am continually evaluating and refining my approach to this incredibly complex and valuable business function.
But sometimes I learn something that doesn’t change anything but the way I talk about Customer Success and its core principles.
Often it’s a change that exponentially improves my ability to get the point across.
And that change usually comes directly from the people I’m working with.
Here’s an example of one of those changes.