The "A-Ha" Moment of Customer Success

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

In the Customer Success field, it is certainly fulfilling for managers to witness their customers’ “Aha!” moments, but how can we identify these moments clearly, and why are they so important for our clients and our companies? In today’s episode, Strategic Customer Success Manager at InVision, Waqa Hussain, joins us to chat about the importance of spotting and contributing to our customers’ milestones. Regardless of the scale of your company and your team, today’s conversation will inspire you to pay closer attention to the communication between you and your clients. You’ll learn how to start a trusting relationship with the right foot, and how to keep nourishing it as your customer escalates. Are you interested in better serving your customers and helping them achieve their goals? This episode is for you!

Jump straight into:

(01:29) - A passion for CS, and a deep love for kebab BBQs - “One of the things I love most about Customer Success is getting customers to that “Aha!” moment.”

(04:36) - How can we identify our customers’ “Aha!” moments? - “They are at least in that point where their dreams are now becoming a reality.”

(06:16) - How to capture your customer’s expectations and values since day 1 - “It really comes down to doing a very, very strong discovery and asking really detailed questions.”

(10:47) - Data vs. anecdotes: the objective measure of customers’ success - “I think you need both. If you have these things in isolation, they don’t hold weight, and from a customer’s perspective they’re just going to say “So what?”.

(15:34) - Strategies and frameworks to better align yourself with your customer and their goals - “Are they really on the right path to accomplishing what they want to accomplish in order to achieve their objectives?

(20:38) - Waqa and InVision’s solution to managing the expectations of multiple customers - “The ability to go deep and have meaningful conversations with a large number of accounts is almost impossible.”

(25:06) - Is looking for customers’ “Aha!” moments even worth the effort? - “You don’t want to wait until it’s too late. You want to be ahead of the curve and be proactive, not reactive.”

Resources

Connect with Waqa via LinkedIn

InVision

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

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