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Capturing moments of success with a customer serves to recognize and celebrate the value of the engagement, reinforcing the positive impact of the solution and strengthening the relationship. References: Best practices in customer success management emphasize the importance of recognizing and documenting key achievements and milestones in the customer journey.

When new company leadership is considering a competitor’s solution, it is important to hold an executive briefing to evaluate the risks associated with the proposed solution. This action allows for a strategic discussion on the implications of switching solutions and ensures that the leadership is fully informed about the potential impact on the company’s operations and goals. References: Cisco Customer Success Manager documentation1.

The value proposition of customer success for customers lies in supporting their business vision. Customer success helps customers to realize their business objectives and ensures that the solutions provided align with their strategic direction

To uncover customer barriers, it is essential to use a combination of observation, conversation, and data. Observation allows for understanding customer behavior in context, conversation provides direct feedback and insights from customers, and data offers quantitative evidence of customer interactions and experiences