The Customer Success Pro Podcast How to Handle Product Delays and Customer Expectations
8 snips
Aug 27, 2025 Delve into the art of managing product delays and preserving customer trust. Discover how setbacks aren't just timeline hiccups but can jeopardize relationships. Learn about the missteps Customer Success Managers often make and the proactive strategies to rectify them. Transparency and open communication are key themes, as they help rebuild trust. Plus, find out how to reframe value narratives to maintain strong partnerships, even in tough times!
AI Snips
Chapters
Transcript
Episode notes
Delays Are Trust Issues
- Product delays damage trust more than timelines because customers buy roadmaps, not just current features.
- The CSM often inherits the fallout and must repair credibility proactively.
Avoid Silence And Vague Timelines
- Do not avoid the conversation; proactively surface delays instead of hoping customers won't notice.
- Avoid vague timelines like "Q3" or "next sprint" because they create false reassurance and backfire.
Don't Point Fingers; Reframe Value
- Avoid blaming internal teams when speaking with customers; it erodes cross-functional trust and signals misalignment.
- Reframe conversations to highlight current wins instead of centering the call on the delay.