Top 20 quotes on product experience, churn management, customer retention, customer experience, customer success management, customer loyalty, customer advocacy, etc. from thought leaders across various industries that impact the customer success efforts.
#1 Warren Buffett
It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.
#2 Don Peppers
Your job, if you’re a customer success manager, isn’t to make friends with your client. Your primary job is to challenge them, and get them to think, in order to make them more successful.
#3 Bill Gates
Your most unhappy customers are your greatest source of learning.
#4 Bill Price
Smart companies have realized that customer loyalty is the most powerful sales and marketing tool that they have.
#5 Lincoln Murphy
You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers’ Desired Outcome and get all of those things
#6 Paul Philp
A poor onboarding experience is hard to come back from and is the fastest way to lose a customer. It’s critical to actively think about the entire customer journey – define it, map it, document it.
#7 David Clark
The best CSMs can always identify the trends in what’s happening with the product and relay those insights to the product teams in a meaningful way.
#8 Jeff Gardner
The faster you can help customers understand and extract value from your product that is in line with their business goals the stickier and more successful they’ll be.
#9 Wynne Brown
Most companies approach implementation from a checklist of what we need to get done. Instead, think of what a customer expects to accomplish during implementation.
#10 Maya Angelou
People will forget what you said. They will forget what you did. But they will never forget how you made them feel.
#11 Ken Lownie
In the subscription economy, the connection between your customer’s success and your success is much more direct.
#12 Guy Lever
RPA can help CSMs with their day-to-day tasks, and give them more time to focus on strategic work. Eventually, we may see it be able to predict customer questions and pitfalls in the product.
#13 Richard White
Focus less on being on top of every social media channel & more on building easy ways for customers to contact you.
#14 Guy Letts
Give one person responsibility for listening to your customers and authority to act on what they hear.
#15 Jason Lemkin
Customer success is where 90% of the revenue is.
#16 Jeff Bezos
We’re not competitor-obsessed, we’re customer-obsessed
#17 Adam Toporek
One of the best methods for retention I have found is continuing to add value after the sale. Silence is a retention killer.
#18 Andrew Marks
An important component of preventing churn is the need to always be aware of how your customer defines success. It will change over time, so ensuring that you’re in sync regularly is important.
#19 David Apple
At Typeform, the sales team falls under Customer Success. As a result, the sales team is very focused on bringing in the right type of customer, building trust, and delivering value to potential customers during the sales process.
#20 Paul Philp
Whether its high touch or low touch – we leverage the power of automation.
From their years of experience, they share words of wisdom through these customer success quotes that can help understand and change customer success operations for better efficiency and results.