This post is by Lincoln Murphy from Customer Success-driven Growth
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Customer Success starts with acquiring customers that have Success Potential. Customers that have Success Potential are said to be good fit customers. This is the opposite of bad-fit customers that cannot get value from a relationship with us now or in the near future. If you knowingly allow bad-fit customers to be acquired, nothing else you do in Customer Success will have the result you’re hoping for as those customers – no matter what you do – will never achieve their Desired Outcome. You can’t solve upstream problems downstream. To help you better understand and implement the concept of Success Potential in your business, here are some resources I’ve published on the subject.
Overview of Success PotentialThis quick Success Potential Overview video is just under 6-mins, but could completely change your business.
Deep-dive on Success PotentialThis article on Success Potential has evolved over the last few years and
the most comprehensive resource on this subject anywhere.