MOMENTS of TRUTH in Customer Success

#MomentsofTruthinCustomerSuccess #customersuccess

How do you find Moments of Truth in Customer Success? How do you create a customer journey map that enables customer success managers to identify “aha!” moments at every touchpoint?
While Customer Success' highlights where internal teams do well, it's also Customer Success managers' responsibility to call out opportunities for improvement.

There are several opportunities in the customer journey map for customer success managers to highlight wins and strengths. These so-called Moments of Truth triggers can happen at every level of interaction with the customer. It is up to Customer Success managers to identify where these triggers lie to establish a positive relationship at all phases, big or small. These Moments of Truth can occur at any time in the Lifecycle Stage and during Customer Events, Scheduled Events, Vendor Driven Events. They can also be Customer Success Defined through up tells, cross-sells, and webinars. By creating a customer success playbook that incorporates these triggers, Customer Success teams can extract the best possible outcome that leads to retention and renewals.

In this interview, Wayne McCulloch, Global Head of Customer Success at Google Cloud and author of "7 Pillars of Customer Success," shares his wisdom on how Moments of Truth play a powerful but often neglected role in shaping the Customer Success journey and building trust.

Watch the full video now and learn more about the customer journey map and how to incorporate Moments of Truth into your customer success playbook.

📕 Here’s where you can get Wayne’s book:
The Seven Pillars of Customer Success:
https://www.amazon.com/Seven-Pillars-...

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📑 Read this blog to find advice on Customer Success’ role in building the product roadmap:
https://www.csmpractice.com/product-r...

🎥 Watch this video to learn more about driving Customer Success across your organization.
   • How to Drive CUSTOMER SUCCESS across your ...  
00:00 Intro
01:25 Customer Success Toolbox
01:55 Defining Moments of Truth
04:29 Accountability for Moments of Value
06:22 CCOs Role in Updating the Journey Map
07:51 Aligning Job Roles & Functions
08:25 Moments of Truth Triggers
09:55 Creating a CSQL
11:51 Components for Successful Renewals
12:22 Converting Moments of Truth to Moments of Value
14:35 Sample Renewal Playbook Timeline