This Week in Startups Customer Success | Scaling Your Startup S2E9 with Statusphere’s Kristen Wiley & Techmate’s Nicole Beals | E1229
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Jun 9, 2021 Kristen Wiley, Founder and CEO of Statusphere, shares her expertise in scaling customer success, highlighting the importance of word-of-mouth strategies for B2B and B2C brands. Nicole Beals, Co-founder of Techmate, discusses her team's impressive leap in customer retention from 70% to 98% and insights into customer churn. They delve into aligning sales and customer success teams, asking the right questions to improve satisfaction, and the need for effective communication to drive growth. Engaging Q&A covers compensation and productizing customer experiences.
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Customer Success Mindset
- Prioritize customer needs and goals over everything else, even features.
- Be a customer advocate and focus on solutions, not just product features.
Existing vs. New Customers
- Selling to existing customers has a much higher probability (60-70%) than selling to new prospects (5-20%).
- Focus on customer success for growth, as it's where the biggest expansion opportunities lie.
Key Questions for CSMs
- Ask customers what success means to them and how you fit into their broader strategy.
- Reduce friction and be proactive, anticipating and addressing potential issues.