This post is by Jason Lemkin from SaaStr
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A ways back on SaaStr, we wrote an important post on your customer success leaders — The 5+2 Rule. That every member of your CS team needs to visit 5 customers in person a month — and be issued 2 customer badges a year (because they visit in-person so often). At least the ones that manage slightly larger accounts ($20k+). It’s an even better rule to follow today, now that we know the best customers in SaaS literally last decades:
Want Happy Customers? Implement the 5-Visits-Plus-2-Badges Rule. For Your Customer Success Team — And You.Forcing your CS team to visit 5 customers in person means “more than 1 a week”, and keeps in-person visits top of mind. But what about you — the CEO? You have your own Bare Minimum Customer Visit Quota. That’s to visit your Top 5 Customers Every Year. And to meet them person Twice a Year. If you have a customer event, or a steak dinner where you meet them, that can count as the second in-person meeting. But the in-office visit has to be at their shop, in person. No matter where that is:
- Go ask how things are going.
- Go present your customer roadmap for the year.
- Go ask for unstructured feedback on where you could do better.