“Tinder on Customers” is the monthly Cloud Wars Live podcast series featuring Bonnie Tinder. Bonnie is the founder and CEO of Raven Intel, an independent B2B peer review site that amplifies the voice of the customer. She focuses on software customers, consulting partners, and software vendors and helps identify the best partners for their needs. In this episode, Bonnie discusses customer success for cloud companies in today’s digital landscape and how it’s evolved from the past.
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Episode 31 | Keeping Customers Happy
The Big Themes
- Today’s customer success: Customer success is not just about selling products but ensuring that customers achieve value and satisfaction from their purchases. In terms of software implementation, early stages are critical for customer success, with the first year being a defining year.
- Evolving sales team: Sales teams are involved longer than they have been in the past. Having the same salesperson throughout a multiyear contract is ideal. The emphasis on customer success and customer satisfaction is important for sales teams because it’s another selling point for them. Reviews and other measurements are helpful for sales teams.
- Clear communication and expectations: Misaligned expectations can lead to project failures and dissatisfaction. Clear communication between customers, partners, and vendors is necessary to avoid misunderstandings and to ensure that everyone is on the same page regarding goals, timelines, and outcomes.
The Big Quote: “Customers don’t want to be marketed to anymore. They want to hear realistic stories, they want to hear candor from clients who have gone through the experience . . . authenticity is so important.”
Stream the audio version of this episode:
More from Bonnie Tinder:
Connect with Bonnie on LinkedIn or send a message via her Acceleration Economy Analyst page.
