The State of the (Customer Success) Union

Howdy, hello, you made it!

Today, we're going back in time, we’re going to dust off the pages of history and uncover the untold (over-told?) tale of Customer Success. Yes, Customer Success IS almost old enough to order a drink at the bar, but we're not here for the timeline – we're here for the guts.

The Leaky Bucket and Salesforce's Bold Quest

Picture this: a leaky bucket. Not your ordinary household bucket but a metaphorical one, leaking something precious - revenue. That's the heart of the matter, my friends. Customer Success didn't just spring out of thin air; it was born as a solution to the dreaded churn problem, aka the "leaky bucket."

The Early Days - Salesforce's Dive into Customer Understanding

Now, let's dive into "the book" (you know the one). It's all about Salesforce's deep dive into the minds of their customers. They had a churn problem, and they were determined to get to the bottom of it. They wanted to know why their customers were walking out the door.

Key Takeaway: Listening to Customers and Learning from Feedback

Salesforce's journey wasn't about copying and pasting their solution into every other SaaS company's playbook. It was about rolling up their sleeves and listening to their customers. They learned about their pain points, their desires, and the reasons behind their churn. It was like a detective story, solving the mystery of why customers were saying goodbye.

What's So Special About Salesforce's Story?

It's not a handbook, and it wasn't meant to be one. Salesforce's story is like the first "success story" in a world where the term "Customer Success" was still finding its rhythm. It's a testament to their determination to fix their leaky bucket, but it doesn't prescribe a one-size-fits-all solution for everyone else.

The Leaky Bucket Is Still Leaking

Guess what? Even today, nearly two decades later, Salesforce still grapples with the leaky bucket issue. It's a reminder that Customer Success is not a one-and-done task but an ongoing journey.

The Mistake We're Making

Fast forward to today, and it seems like we've taken Salesforce's story and skipped to the end. We've treated it as a blanket solution for all things SaaS. But that's where we might be getting it wrong.

The Uniqueness of Each Company's Challenges

Every company is like a snowflake, unique in its own way. What worked for Salesforce to solve their specific problem might not be the magic potion for everyone else. We've taken an independent solution and tried to fit it into a one-size-fits-all mold.

It's Time to Rethink Our Approach

Fellow thinkers and do-ers, it's high time we rethink our approach. Customer Success isn't about copy-pasting someone else's journey; it's about listening to our own customers and learning from their feedback. It's about crafting solutions tailored to our unique challenges.

The True Essence of Customer Success

So, let's remember what Customer Success actually IS – it's not about chasing someone else's success story; it's about creating our own. It's about understanding our customers, solving their problems, and continuously improving our journey.

Next week we delve into the art of “understanding your customer’s needs”. Until then, may your quest for success be as unique and fascinating as your own company's story.

Happy pondering,

/jon

Chief Explorer at Measure over Method