DISCUSSION - Boundaries: Sales -> CS

[MarcosBarcelos]

The importance of frequent conversation between the entire lead path.

MOTIVATION

When reading the book Customer Success by Dan Steinman, Lincoln Murphy and Nick Mehta, he writes about customer loyalty:

This made me understand that attitudinal loyalty is much more difficult to obtain, but it is more interesting. (Of course, any loyalty is interesting)

DEEP DIVING

If it were simple this whole theory would not be necessary. It is known that the philosophy of customer success needs to be throughout the company for it to work. So investing in the theoretical basics of CS is interesting for any company.

DISCUSSION

How can sales influence CS to get more customers who develop attitudinal loyalty?

AUTHOR'S RESPONSE

Attitudinal loyalty is not something easy to obtain, there are many variables, but certainly, one point to facilitate such loyalty is the lead path process to be with the least possible bad friction so that the customer is really satisfied with the product and with the ease of obtaining and implementing the product.

[Jnix284]

Hi @MarcosBarcelos I haven't heard it described with this terminology before, but I think the premise is the same as the flywheel, right?

Any tips that you can share?

[MiaSrebrnjak]

Some great thoughts here, thanks for sharing @MarcosBarcelos! 👍