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Amy’s Customer Success Management Manifesto – Part2:Challenges

This is the second in a series of interviews with Amy Friedman, four time customer success management pro.

In this video Amy is talking about her day to day challenges and how to overcome them.

“It feels sometimes like sales is throwing customers over the fence and customer success is there to catch them”.

Hopefully you can relate to Amy’s experiences and we would love to hear your war stories in the comments below!

Challenges in Customer Success Management
Handoff from sales
Commitments made by sales as part of the deal
Getting good information from sales is key
The customer success team should know what was promised and the specific terms of the engagement

The buyers are not the users of the solution
The end users may not have bought into using the solution
End users may not have been properly trained

Under utilization of features
End users may not be aware of or using all features
Make sure to offer training and a resource center
Make the user onboarding process mandatory

The other installments in this four part series include:
1. What does it take to be a customer success professional: role and responsibilities
2. What are the challenges in the life of a customer success professional
3. Metrics and measurements for customer success management
4. Case study: putting customer success management together at Lucidera

About Amy Friedman
Amy hasĀ over 15 years marketing for software and SaaS companies with the last 4 years as a customer success. She has worked in customer success for Informatica, Fundly, Rearden Commerce and LucidEra and is speaking candidly about the beauty and the challenges of a customer success professional. I really love this series with Amy as she is giving a candid look in the kitch of customer success management, a new but growing profession.

What do you think? What are your main challenges as a customer success management professional?

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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