Customer Success, it’s not just for software anymore.
There is a whole world out there for your CS skills.
I am a speaker and CS coach, so I talk to leaders every day.
We talk about the usual CS stuff.
NRR, GRR, handoffs, good-fit customers, onboarding…
You get the picture.
But lately I’ve been hearing from more leaders outside tech.
–> Large-scale automotive manufacturing.
–> Luxury hospitality services.
–> High-tech consumer packaging.
What do these leaders have in common?
They need to retain more customers.
And make more money from each one.
Most importantly, they’re not content with what they’ve always done.
They’re looking outside.
And what better place to look than SaaS.
Where customer retention isn’t a nice-to-have, but is baked into the business model.
I must say, these conversations have been refreshing.
Here is what I’ve taken away so far…
1️⃣ The fundamentals of customer retention are universal.
2️⃣ You need to agree on what value means to your customer, and prove you’re delivering it.
3️⃣ Non-tech companies don’t carry the baggage of trying to do CS over and over for the past 10 years.
4️⃣ Businesses across industries are more similar than they are different.
5️⃣ Strong leaders aren’t afraid of looking in unconventional places to find answers.
If you’re a CS leader, branch out – see what you can learn.
If you’re in the job market, don’t limit yourself to tech.
There is a whole world out there.
