2. When customers face hard decisions, they want to connect with other customers like them. Full stop.
Of course, that would be the customers CM cultivates and knows more about than anyone in the company. CM pros know this. What’s important is that progressive senior leaders should too.
Check this out:
“For all difficult decisions in the Customer Journey—pre-sale and post—customers most want to hear from other customers like them. And that’s true throughout the customer journey, pre-sale and post.”
Nick Mehta, CEO, Gainsight
Think about that: even customers deciding whether to adopt or renew would prefer to connect with another customer like them rather than a customer success manager—according to the planet’s top expert on Customer Success!
Clearly, CM has a central, perhaps THE CENTRAL role to play in making sure this happens.
We’ll be talking to Nick in our Feb. 22 SPECIAL WEBINAR about this and its implications for your job, and career.
So how do you take advantage of the decline of the Big 3, and the new imperative of growth by connecting customers—also called “customer-led growth”?