#98 How to stop flying blind on Customer Success with Valentina Ricupero, former Head of Customer Success Beekeeper

Focusing on customer acquisition in a startup is crucial.  But you need to stop flying blind on existing customers. Because Customer Success only works if you commit to understand, plan & implement. Here are 3 steps to execute on this I learned from Valentina: 1️⃣ Understand: Start with a Status Quo Assessment. You need to understand the challenges and what works before you can improve. Focus on people, technology, strategy and processes. Stop flying blind and start making decisions based on data. 2️⃣ Plan: Craft a vision for Customer Success as a company. Dig deeper on the customer journey phases, visualize them and share with the team and customers. Be honest about what does not work. And how to fix it. “Hustling” is not the answer. Industrialise & automate where you can.