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The role of customer success has changed | Kaz Ohta (Arm, Treasure Data)
Kaz Ohta is the ex-VP Technology at Arm (7,711 employees) and CEO of Treasure Data (Customer Data Cloud unites operations, service, sales, and marketing teams around the same unified customer profiles).
1. Why you shouldn’t train customer success teams to sell
Customer success team members should focus on activation, customer needs alignment, and churn prevention.
If they try to upsell, cross-sell, or expand the account in any way, the relationship with the customers becomes more transactional. Churn risk increases as customers start seeing them differently.
🙌 This is why it’s crucial to separate the expansion function from the customer success function.
2. How to train your enterprise customer onboarding team
Value engineering framework: Treasure Data uses it to understand how they can create value for customers fast once the 6-9 month implementation is done.
Focus on low-hanging fruit: In their case, they use the customer data that lives on their platform to create quick wins by helping customers optimize existing costs and cut unnecessary costs.
Joint plan: In order to ensure you have defined goals with customers, enterprise CS teams should be trained to build a shared plan with the customer that outlines what the goals are, how we’ll get there, and what success looks like.
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