On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. 

Sue Nabeth Moore is an active and passionate evangelist and community builder of customer success in Europe. Originally from the UK, she has resided in Paris for over 30 years. As the co-founder of Success Chain, a consultancy that collaborates with companies on a global scale, she helps advance their customer success strategies and operations. Sue is also the founder of CS meetups in Paris and Lisbon, as well as a co-founder of Engage Paris, the premier French-speaking CS summit. With her extensive experience, she frequently shares her expertise as a speaker, blogger, and mentor. Notably, she has even developed the curriculum for the first bachelor’s degree dedicated to customer success. When not doing the “CS of Things”, Sue loves spending quality time with her family and friends, exploring new destinations, immersing herself in history, indulging in swimming, and relishing in exceptional food and wine.

As we approach the end of the year, it’s crucial to begin strategizing for customer success in 2024. Despite the hurdles we’ve encountered recently, we must now pave the way for a successful year ahead. So, what should be the key focus areas for customer success in 2024? And how can we strike the perfect balance between customer ROI and fostering business growth? 

In our discussion, Sue helps answer some of the tricky questions when it comes to planning for Customer Success Strategies in 2024:

  • What do you think is the one thing that CS should focus on in 2024?
  • CS as a growth engine – how does this look if you are a leader?
  • What about being proactive as a CSM? How can a CSM move away from churn and focus on customer values and outcomes?

Some key takeaways from this discussion:

  • We need to really focus on customer success as being a earn booster and no longer this legacy of being a churn buster.
  • Moving into the new year, we also need to focus on improving our existing frameworks with leading indicators rather than lagging indicators.
  • To ensure success in 2024, it is crucial to establish a whole framework. Vendors should really make the effort to propose a concrete set of Key Performance Indicators (KPIs) that can be used by both the customer and the vendor for measurement purposes.

Make sure you listen to the full episode and let me know your thoughts in the comments!

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