At Risk Strategies for CS Professionals

We’re back after a week off and we’re going to have a ton of great content this month from some of our writers and podcast guest. Before I wrote anything, I wanted to say thank you! We’ve had such a great outpouring of support from so many people and this has been really exciting to launch.

If you’d like to write for us, please fill out the contact form or ping us on social. We’re on Twitter and Facebook and would love to hear from you!

Customers can seem happy and then, with what seems like no warning, they’re telling you they’re closing their account. Often there’s nothing you’ve done wrong, they’re just ready for a change, but how could you not see it coming? Where exactly did they cross the line from being a satisfied partner to the point of no return?

I’m excited to see what others write about and offer up in terms of strategies, but I’m going to be brief.

Spend time talking with your customers. Just talking. Not even necessarily about your product. Take the time to get to know people and they’ll end up being much more direct and open about their issues.

There was a customer of mine years ago that told me they were mad about the product offering and because of that, I was able to walk them through things they thought we didn’t have, but were part of our product offering. It wasn’t an upsell and it didn’t bring in more revenue, but we did get the customer to stay signed on because it was the right fit.

Building relationships will help you gain greater access to the people that are reaching out to you. Take that time and really get to know the person on the other end of the line.

Joe Huber is one of the co-founders of the Chicago Customer Success Podcast. He is currently a Customer Community Strategist with Sprout Social.


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