How to prioritize the right Customers

Hi, Markus here. Welcome to a premium edition of the Customer-Value-Led-Growth Newsletter.

Every week, I share strategies, guides, and frameworks to help you create exceptional value for your customers and company.

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• 5 highly effective Tools every CS Team needs to use

• The not-so-Secret to high Product Adoption

• How to build a Customer Success Metric System that rocks

• Customer Onboarding that drives Growth

• How to build a dedicated Customer Success Plan

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Customer Success Management is not a quantity game. It’s about scoring big points. Aside from your skills and knowledge, effectively distributing your resources is the key to a recurring high score.

As a CSM, you are hardwired to help people. You want all of your customers to become successful. Undoubtedly it’s a noble character trait but it stands in your way.

Not all of your customers are meant to become successful. Some of them simply lack the very basic skills and knowledge to have a shot at a successful outcome. Not everything can be taught.

But that’s not rock bottom. Far worse is working with customers who are a fit on paper but it turns out that they

• are not willing to put in the effort

• don’t follow your advice

• are unreliable for no reason and

• blame you for their lack of results

Those customers are toxic. They are not only wasting your time but also killing your motivation.

You need to put them on minimum support until they either leave or you get “permission” to (politely) show them the door.

Yes, it means that you are losing revenue but you would have lost it any way.

In today’s episode, you’ll learn how to replace it 10x by focusing on the right customers.

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