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Unchurned - The No. 1 podcast for Customer Success
Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software)
Jan 15, 2025
Colin Murphy, SVP & Chief Customer Officer at BMC Software, joins Josh Schachter to shed light on customer success management. They discuss the triad of risk mitigation, adoption, and expansion as core objectives for success. Colin reveals BMC's innovative vision for 2025, emphasizing the transformative potential of AI in enhancing client interactions. He shares insights into building a dedicated customer success team and how systematic tracking can boost retention and revenue. Dive into strategic initiatives that can reshape customer engagement!
27:25
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Quick takeaways
- Effective customer success management emphasizes risk mitigation to improve retention, followed by a focus on product adoption and growth opportunities.
- Defining clear objectives and utilizing frameworks like OKRs enhance transparency and measure progress across customer success initiatives.
Deep dives
Core Objectives of Customer Success Management
In customer success management, three primary objectives are emphasized: risk mitigation, adoption maturity, and expansion. Initially, the focus is often on minimizing risks to improve customer retention rates. As organizations mature in this area, they can shift their attention toward enhancing customer adoption of products and facilitating growth opportunities within existing accounts. This progression allows companies to not only secure their customer base but also strategically identify pathways for expansion and increased value delivery to clients.
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