3. The Importance of Scripts for a CS Team

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A complete customer success portrait will tell your team what they need to know about your customers. Not necessarily about a specific customer, but about your customer base as a whole.

The most important thing to include here is a general understanding of how your customers define success. Each customer will have a different definition. But a general understanding of what your customers are looking for is invaluable in determining the overall direction of your CS program.

It is worth noting that the personalities of successful singapore mobile database clients differ in many ways from those of buyers. Less attention is paid to issues such as the source of information or objections to sales.

Instead, it's all about their goals and desires. What do they want from your product? What would make them consider using it successful?

Customer success and buyer personas are certainly related. And in many cases, they will be very similar. But don’t make the mistake of using the personas your marketing department created for your CS team. Start from scratch, and you’ll have a better understanding of your customers.

Like salespeople, some CSMs like to use scripts for calls. Others prefer to have conversations on the fly. That’s okay—each CSM can do what works best for them.