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20 Don't Assume The Reason Your Customers Will Stay Is The Same Reason They Bought I the First Place

Name: 20 Don't Assume The Reason Your Customers Will Stay Is The Same Reason They Bought I the First Place
Uploaded: 2023-08-18T21:02:39+00:00
Duration: 28 s
Channel: Bob London
Description: Bob London warns that the reason customers stay rarely matches why they bought. Sales teams often skip deep discovery, leaving Customer Success teams to…

18 Aug 2023 · 0 min

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Bob London warns that the reason customers stay rarely matches why they bought. Sales teams often skip deep discovery, leaving Customer Success teams to rediscover what the customer actually needs and prove value is being delivered, or risk churn.

Once a customer buys from us, then we still have no idea kind of really why they bought. All we know is that they bought. We don't know the outcome they're trying to achieve because we don't really get that far in the sales discovery process. Then it falls to the customer success team and the account management team to go back and rediscover like, why is this important to you? And all that. Don't just assume that just because the customer is paying you every month or every year that they're going to keep paying you every month or every year. You have to keep going back and understanding why are we adding value? How are we adding value? And if we're not, then we really need to know what to do.