{"id":2491,"date":"2023-06-07T10:00:00","date_gmt":"2023-06-07T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/customer-friction-points\/"},"modified":"2026-08-06T10:22:32","modified_gmt":"2026-08-06T10:22:32","slug":"customer-friction-points","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-friction-points\/","title":{"rendered":"How To Identify and Remove Customer Friction Points"},"content":{"rendered":"
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Sometimes, what matters is not what you add to your product or processes but what you remove. While you spend time, energy, and resources thinking of ways to add more or simply do more, you might forget that more really is less when it comes to eliminating customer friction points. In this post, we\u2019ll cover how to identify customer friction points and how to remove or eliminate them one by one.<\/p>\n

What is Customer Friction Point?<\/h2>\n

Just like the word friction in science denotes resistance, in the customer success niche, it refers to the pain points faced by the customers. Simply put, any part of the customer experience<\/a> that causes the customers to slow down as they move through or up your funnel, (be it sales or marketing), or leads to complete churning is counted as customer friction.<\/p>\n

How to Identify Customer Friction Points?<\/h2>\n

1. See from your Customer\u2019s Point of View<\/h3>\n

One of the best ways to see what\u2019s causing your customers\u2019 problems is to see it from their point of view. Use your product as if you\u2019re a prospect trying to purchase it or a paying customer trying to find value in it. What are your expectations? Where are the areas that are a little more hassle than others to access or complete?<\/p>\n

By doing this, you\u2019ll find some areas that can better help your customers on their journey with a bit of improvement.<\/p>\n

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