The world has certainly changed in the last few weeks. Like you, I've been watching the news and listening to stories from around the world, feeling it all a bit surreal. I've been inspired by, and grateful to, all the people helping to keep the essential services going and heartened by people rallying together (albeit at a physical distance) to help one another and end the pandemic. The silver lining to this story.
As I try to find my new normal, I've also been wondering what impact this will have on businesses and what role does Customer Success play in navigating companies through this unprecedented time.
One thing is certainly true: customer success - that is, making customers successful - is more important than ever. As markets soften and work evolves on a daily basis, keeping customers and ensuring they realize value is critical. How we do that is key.
I believe Customer Success is well positioned to rise to the challenge - we do solve complex business problems for a living after all. But random acts of Customer Success done at the customer won't cut it. We need to go back to the fundamentals. We need to holistically understand our customer - not only their desired objectives, but the environment within which they find themselves - so we can align our people accordingly to support them in achieving results.
This month's round-up contains content to help Customer Success navigate during uncertain times.
As always, please reach out if you have any questions and above all, stay healthy!
Sincerely,
Kia
