Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
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Jul 15, 2024 11:44 AM
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Mar 25, 2024
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Learning About Customer Success
I've been learning a lot about Customer Success over the last 15 months.
Biggest Lesson
One of the biggest lessons for me is:
Customer Success is Sales, but with 'Skin in the Game'.
Sales vs. Customer Success
- Sales:
- Your job can end when you close a lead or customer.
- Up to that point, you may have made promises of new features or services, whatever you needed to do to get them to sign on the dotted line.
- But you aren't responsible for delivering them.
- Customer Success:
- You are constantly "selling" to customers to keep them around or expand revenue.
- You want to ensure they are getting the most value from your product.
- You are also responsible for ensuring what they ask for is delivered and what they want to do happens.
The Reality of Customer Success
- There's nowhere to hide with Customer Success.
- You have to face up to your customers, directly, every day.
- It's a tough job but someone has to do it!
