Building a Subscription Mindset in Your Customer Success Team

Building a Subscription Mindset in Your Customer Success Team

From Sales To Success

In today’s business landscape, subscription models are booming. This shift demands a change in thinking, especially for customer success teams. Moving from a transactional mindset to a subscription one is crucial for long-term success.

Here’s how to cultivate that subscription mindset within your customer success team:

Shifting Focus: From Acquisition to Retention

Traditionally, sales teams focus on acquiring new customers. Customer success, however, prioritizes retention. This means your team should view customers as partners in a journey, not one-time purchases. Their success with your product or service directly impacts your recurring revenue.

Metrics that Matter

Customer success teams need to track metrics that reflect ongoing value. Instead of just focusing on sales numbers, consider metrics like active users, feature adoption, and renewal rates. These paint a clearer picture of customer health and areas for improvement.

Building Relationships

Don’t wait for customers to reach out with problems. A proactive approach is key. Schedule regular check-ins, gather feedback, and identify potential roadblocks before they arise. This fosters trust and demonstrates your commitment to their success.

Value Beyond the Product

Subscription success goes beyond the product itself. Your team should become strategic consultants, helping customers achieve their desired outcomes. This might involve providing educational resources, showcasing advanced features, or even connecting them with industry experts.

Building a Culture of Advocacy

Empower your customer success team to identify and nurture customer advocates. These are happy, successful customers who can provide testimonials and spread positive word-of-mouth. Their voices hold immense power in retaining existing customers and attracting new ones.

Investing in the Team

Equipping your team with the right skills and knowledge is essential. Provide training on subscription best practices, customer journey mapping, and data analysis. They should also have a deep understanding of your product or service and its potential value propositions.

By adopting these strategies, you can foster a subscription mindset within your customer success team. This shift will empower them to build stronger customer relationships, drive higher retention rates, and ultimately contribute to the sustainable growth of your subscription business.

I write about different use cases for various AI tools including ChatGPT on LinkedIn all the time. Connect with me there to join the conversation!

Rod Cherkas

Rod Cherkas is a well-respected consultant, advisor, author, and speaker. He has been a post-sale executive at several of the world’s most customer-centric companies including Intuit, RingCentral, Marketo and Gainsight. He is the founder and CEO of HelloCCO, a strategy consulting firm that partners with innovative companies across diverse industries to develop, execute and scale strategies for their customer-facing functions. His clients rave about their “repeatable results with Rod”.

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