Customer Success Talks How to Discover What Success Really Means for Your Customers with Tamara Kempf & Ayman Azmy
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Jun 25, 2025 Tamara Kempf, a seasoned Regional Director of EMEA Customer Success, and Ayman Azmy, a customer-centric leader with over 20 years of experience, dive deep into what true customer success means. They discuss the importance of understanding customer outcomes over mere feature delivery. By asking probing questions, they emphasize discovering the 'why' behind customer goals. Effective communication and transparency, even when saying 'no', are highlighted as critical for building trust. Their practical strategies promise to redefine how businesses can create genuine value for their clients.
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Focus on Outcomes Not Features
- Success for customers means delivering meaningful outcomes, not just product features.
- Shifting focus from the how to the outcome ensures happiness for customers and stakeholders alike.
Ask Why to Uncover Goals
- Listen deeply and ask open-ended questions like "What does a win look like for you?" to uncover true customer goals.
- Keep asking "why" to peel layers and discover the underlying reasons behind customer requests.
Use Data and Conversations
- Combine quantitative tools like Health Scores and NPS with qualitative feedback through direct conversations.
- Ask customers if they would miss the product if turned off; a 'yes' means real success is achieved.