This is Growth!

In this episode of Growth Pills, I unpack three shifts that are quietly breaking the old CS model.1 - Products are no longer selling features. They are delivering outcomes, fast. AI sets a new bar for time-to-value and customers expect results, not potential.2- Pricing is moving from access to usage. Consumption models force proof, not promises, and make renewals evidence-led in a world where switching is easy.3- And customers are no longer learning from your team. They are learning from AI, arriving smarter, faster, and expecting deeply relevant guidance.Ignore these shifts and CS becomes irrelevant.Master them and it becomes your strongest growth engine.

Measuring customer value is a challenge that many companies avoid, with 56% opting out. However, not quantifying value can backfire, especially during renewals where evidence is essential. The risk increases when onboarding new decision-makers without clear data on product usage. The discussion emphasizes the importance of cross-functional collaboration in measurement practices. Ultimately, teams are encouraged to prioritize data over hope to ensure long-term success.

CSMs often make the mistake of relying on just one relationship, putting their account at risk if that person leaves. Learn how to build multi-threaded connections with several champions within an organization. Elevate your discussions by focusing on value and expansion opportunities instead of just tasks. Get practical tips on leveraging your existing champion to identify other key stakeholders. Plus, discover the importance of having a ready-to-run value story to ensure smooth onboarding of new contacts.

Messy data is a significant hurdle for AI, especially in customer success. AI depends on reliable data for effective outcomes, but poor data leads to poor results. The discussion highlights that AI can actually clean up chaotic data through enrichment, unstructured data ingestion, and continuous updates. By prioritizing data accuracy first, organizations can better leverage AI, laying a solid foundation for enhanced customer experiences. It’s clear that fixing data issues is essential before diving into more advanced AI applications.

The podcast uncovers why scaled Customer Success often falls short. It reveals a surprising retention gap of 5 to 10 percentage points between high-touch and low-touch approaches. Ineffective clustering and reliance on the wrong data diminish impact and communication. A staggering 56% of companies don't track customer goals, undermining proactive outreach. To succeed in scaling, companies need to know customer goals, monitor progress, and employ AI for personalized messaging. The discussion offers a clear path to improving retention while scaling.

The host shares a transformative journey from trying to change others to focusing on self-improvement. A thought-provoking question from a coach prompts a shift in perspective, leading to practical changes in communication and collaboration. By emphasizing what you can control, listeners are encouraged to initiate growth within themselves, ultimately triggering positive outcomes in their environment. The belief that personal change precedes better results resonates throughout the discussion.

Customers now turn to AI for answers, making it crucial for businesses to adapt. The shift towards AI-driven search will outpace traditional organic search by 2028. If content isn't optimized for AI, it risks becoming misleading, frustrating users in the process. Discover the concept of AI Engine Optimization (AEO), essential for all teams, not just marketing. Learn three critical steps to ensure your content is discoverable, comprehensible, and reliable for AI. Embrace the future of customer education with AI at the forefront.

The debate around AI replacing Customer Success gets a fresh perspective. It’s revealed that AI can actually enhance the value CS teams provide. Complex products need human guidance for proper adoption, showing that hand-holding is essential. As pricing ties to usage, Customer Success emerges as the keystone of revenue. Ultimately, AI isn't a threat but a tool that empowers CS to evolve into a strategic role, driving more significant value for customers.

Discover the crucial difference between measuring impact and tracking execution in customer success. Learn how top teams connect their work to key outcomes like retention and customer value. Dive into the importance of activity metrics when they're tied to real results. Explore how AI can enhance your measurement of activity quality, unlocking valuable coaching insights. Gain insights on balancing scientific tracking with effective communication to showcase your team's value. Elevate your customer success strategy for improved outcomes!

Boosting customer retention can significantly impact profits, making it a vital focus for growth. Crafting personalized customer success plans enhances engagement and retention. Tailored onboarding experiences also play a crucial role in making customers feel valued. Additionally, offering value-add upsells not only serves current needs but encourages deeper usage. Mastering these tactics is essential for anyone looking to strengthen their customer relationships.