We don’t want to push our ideas on to customersby Derrick
When companies create products that help people solve real problems, it’s easy to help them derive value and understand the benefits. A goal of customer success is to help customers get the most out of their purchases (thereby preventing customer turnover), so if you’re on a call and a customer is giving signals that they’re leaning toward cancellation or nonrenewal, try this: Instead of being reactive, try talking to your customer about the problems they want to solve, and show them how your product can help.
Better yet, be proactive in your approach to customer success. Constantly think about what your customers want, and proactively suggest ways your customers can maximize the impact of their purchase to achieve their goals. Always try to think back to the “why” of your customer — why did they purchase? What did they want to achieve? Then, refer to their challenges and goals to inform your conversations.