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Click the help icon above to learn more. */ </style> </head> <body class="post-template-default single single-post postid-7947 single-format-standard custom-background custom-header header-full-width content-sidebar"><div id="wrap"><div id="header"><div class="wrap"><div id="title-area"><p id="title"><a href="https://sixteenventures.com/">Customer-centric Growth by Lincoln Murphy</a></p><p id="description">Growth-oriented Customer Success</p></div></div></div><div id="subnav"><div class="wrap"><ul id="menu-page-menu" class="menu genesis-nav-menu menu-secondary"><li id="menu-item-2604" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-home menu-item-2604"><a href="http://sixteenventures.com">Customer Success Articles</a></li> <li id="menu-item-8249" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8249"><a target="_blank" href="https://www.impactdemy.com/collections?ref=58b2b0">2024 CSM and Head of CS Training</a></li> <li id="menu-item-55" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-55"><a rel="author" href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Customer Success Consulting</a></li> <li id="menu-item-8433" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8433"><a target="_blank" href="https://www.impactdemy.com/pages/impact-weekly-podcast">Customer Success Podcast</a></li> <li id="menu-item-8900" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8900"><a target="_blank" href="https://www.impactdemy.com/courses/fundamentals?ref=58b2b0">Free CS Fundamentals Course</a></li> </ul></div></div><div id="inner"><div class="wrap"><div id="content-sidebar-wrap"><div id="content" class="hfeed"><div class="post-7947 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-success entry"><h1 class="entry-title">Emotional Disconnect During Customer Onboarding</h1> <div class="post-info"><span class="date published time" title="2019-09-04T22:55:54-05:00">September 4, 2019</span> Article by <strong><a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant" target="_blank">Lincoln Murphy</a></strong> </div><div class="entry-content"><p><img decoding="async" class="alignright wp-image-7948" src="https://sixteenventures.com/wp-content/uploads/2019/09/Emotional-Disconnect-During-Customer-Onboarding-1024x512.png" alt="" width="400" height="200" srcset="https://sixteenventures.com/wp-content/uploads/2019/09/Emotional-Disconnect-During-Customer-Onboarding.png 1024w, https://sixteenventures.com/wp-content/uploads/2019/09/Emotional-Disconnect-During-Customer-Onboarding-300x150.png 300w, https://sixteenventures.com/wp-content/uploads/2019/09/Emotional-Disconnect-During-Customer-Onboarding-768x384.png 768w" sizes="(max-width: 400px) 100vw, 400px" />Theres one major reason your Customer Onboarding sucks and it is something you can easily fix with little to no engineering or overhead.</p> <p>Fix the Emotional Disconnect that happens during Customer Onboarding.</p> <p>You see, Sales and Marketing create connections with prospects on an emotional level by focusing on the customer’s goals rather than on their product or service.</p> <p>We tell prospects, “If you do business with us, you will become a better version of yourself.”</p> <p>Prospects become customers because they emotionally buy into what this product or service is going to do for them.</p> <p>Even in B2B, customers buy emotionally and back that up with facts and data.</p> <p>Don’t lose sight of this.</p> <p>Oh wait… that’s the problem with your Onboarding… you <strong>DID</strong> lose sight of this.</p> <p><span id="more-7947"></span></p> <p>Your <a href="https://sixteenventures.com/customer-onboarding-basics" target="_blank" rel="noopener noreferrer">Onboarding</a>, for lack of a better word, sucks (takes too long, fails to set customers to get value from their relationship with you over the long-term, etc. ) because you failed to maintain the emotional connection between the customer and their goal.</p> <p>Prospects buy emotionally – and Sales builds and uses that emotional connection to move the prospect through the sales process to become a customer – and as soon as they become a customer, all of this emotional stuff goes away and you move directly into functional or technical onboarding, ignoring everything that got the customer to this point!</p> <p>If you want your customers to actually go through your onboarding process in a way that sets them up for future success (and <a href="https://sixteenventures.com/expansion-grow-fast" target="_blank" rel="noopener noreferrer">expansion</a>!), your focus cannot simply be on getting them to use your product or consume your service.</p> <p>Instead, your focus should be on setting them up to – and guiding them along the way as they – achieve their goals, so that the emotional connection remains intact.</p> <p>Create an emotional connection between them and their goal with your product or service as the catalyst and you’ll get them to do what they need to do to get value from their relationship with you.</p> <p>Of course, the onboarding process necessarily requires new customers to take certain functional or technical actions, obviously, but these must be positioned in a way that aligns emotionally with why they bought if you want a higher percentage of customers to do the things they need to do in a timely manner to get value from this new business relationship.</p> <p>If you simply take over from the salesperson and jump right in to dry, unemotional functional or technical onboarding, you get customers <a href="https://sixteenventures.com/why-customers-ghost" target="_blank" rel="noopener noreferrer">ghosting you</a>, losing interest, making excuses, etc.</p> <p>You know exactly what I’m talking about.</p> <figure class="wp-block-image size-full"><a href="https://www.impactdemy.com/collections?ref=58b2b0" target="_blank" rel="noopener"><img decoding="async" width="800" height="800" src="https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln.png" alt="" class="wp-image-8479" srcset="https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln.png 800w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-150x150.png 150w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-768x768.png 768w" sizes="(max-width: 800px) 100vw, 800px" /></a></figure> </div><div class="author-box"><div><img alt='' src='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=80&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=160&d=mm&r=g 2x' class='avatar avatar-80 photo' height='80' width='80' loading='lazy' decoding='async'/> <strong>About Lincoln Murphy</strong><br /><p>I invented Customer Success. I focus primarily on Customer Engagement. <a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Learn more about me here.</a></p> </div></div><div class="after-post widget-area"> <div id="recent-posts-3" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">You should read these articles, too…</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a> </li> <li> <a href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a> </li> <li> <a href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a> </li> </ul> </div></div></div></div></div><div id="sidebar" class="sidebar widget-area"><div id="custom_html-2" class="widget_text widget widget_custom_html"><div class="widget_text widget-wrap"><div class="textwidget custom-html-widget"><div id="enews-ext-2" class="widget enews-widget"> <div class="widget-wrap"> <div class="enews"> <h4 class="widget-title widgettitle">Join the other 53,897 folks who get my emails and…</h4> <div style="text-align:left"> <ul> <li>Get the latest on <strong>ChatGPT, AI, & Prompt Engineering</strong></li> <li>Stay updated on <strong>Customer Success</strong> & <strong>RevOps</strong></li> <li>Take your <strong>Growth Strategy</strong> to the next level</li> <li>Learn about <strong>Psychology, Engagement, and More</strong>!</li> </ul> </div>  <form id="ck_subscribe_form" class="ck_subscribe_form" action="https://app.convertkit.com/landing_pages/256863/subscribe" data-remote="true"> <input type="hidden" value="{"form_style":"naked","embed_style":"inline","embed_trigger":"scroll_percentage","scroll_percentage":"70","delay_seconds":"10","display_position":"br","display_devices":"all","days_no_show":"15","converted_behavior":"show"}" id="ck_form_options"> <input type="hidden" name="id" value="256863" id="landing_page_id"> <input type="hidden" name="ck_form_recaptcha" value="" id="ck_form_recaptcha"> <div class="ck_errorArea"> <div id="ck_error_msg" style="display:none"> <p>There was an error submitting your subscription. 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300w, https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1-150x150.png 150w" sizes="auto, (max-width: 600px) 100vw, 600px" /></a></figure> </div></div> <div id="block-4" class="widget widget_block widget_media_image"><div class="widget-wrap"> <figure class="wp-block-image size-large"><a href="https://www.impactdemy.com/pages/impact-weekly-podcast" target="_blank" rel=" noreferrer noopener"><img loading="lazy" decoding="async" width="1024" height="1024" src="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1024x1024.jpg" alt="" class="wp-image-8437" srcset="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1024x1024.jpg 1024w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-300x300.jpg 300w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-150x150.jpg 150w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-768x768.jpg 768w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1536x1536.jpg 1536w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-2048x2048.jpg 2048w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></a></figure> </div></div> <div id="recent-posts-4" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">Customer Success & Growth Articles</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a> </li> <li> <a href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a> </li> <li> <a href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a> </li> <li> <a href="https://sixteenventures.com/opt-in-vs-opt-out-trials">Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success</a> </li> <li> <a href="https://sixteenventures.com/beyond-transactions">From Transactions to Relationships: Unleashing Customer Potential with AX</a> </li> <li> <a href="https://sixteenventures.com/renewal-psychology">Renewal Psychology: From an Adversarial Process to a Celebration of Success</a> </li> <li> <a href="https://sixteenventures.com/pods-customer-success-sales">Pods in Customer Success vs. Sales: A Side-by-Side Comparison</a> </li> <li> <a href="https://sixteenventures.com/csm-pods">The Role of Pods in CSM Coverage Models: The Evolving Landscape</a> </li> <li> <a href="https://sixteenventures.com/csm-pool">Pooled CSMs: Benefits, Challenges, and Requirements for Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-touch-levels">Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)</a> </li> <li> <a href="https://sixteenventures.com/goal-discovery-framework">The Goal Discovery Framework for Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/storytelling-in-customer-success">Storytelling in Customer Success: Use the Power of Goal Discovery</a> </li> <li> <a href="https://sixteenventures.com/customer-success-capacity-planning">Customer Success Scaling: Capacity Planning and Resource Allocation</a> </li> <li> <a href="https://sixteenventures.com/keeping-customers-engaged">Bridging the Engagement Gap: Keeping Customers Actively Invested</a> </li> <li> <a href="https://sixteenventures.com/advocacly-flywheel-social-proof">Build a Social Proof Machine: Consistently Generate Real Advocates at Scale</a> </li> <li> <a href="https://sixteenventures.com/earned-advocacy-social-proof">The Untapped Potential of Social Proof through Earned Advocacy</a> </li> <li> <a href="https://sixteenventures.com/metrics-to-meaning">From KPIs to Connection: Transforming Metrics Into Meaningful Relationships</a> </li> <li> <a href="https://sixteenventures.com/email-tactics">5 Outdated Email Tactics You Need to Abandon in 2024</a> </li> <li> <a href="https://sixteenventures.com/value-of-customer-success">Every Department Must Recognize the Value of Customer Success</a> </li> <li> <a href="https://sixteenventures.com/reactive-to-proactive-retention">Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading</a> </li> <li> <a href="https://sixteenventures.com/usage-customer-success">Why High Usage Doesn’t Guarantee Customer Success</a> </li> <li> <a href="https://sixteenventures.com/scaling-cs-team">Scaling Your Customer Success Team Without Losing Control</a> </li> <li> <a href="https://sixteenventures.com/goal-alignment">The Art and Science of Continuous Goal Alignment in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/goal-discovery">Goal Discovery: The Essential Task You Never Had Time for (Until Now!)</a> </li> <li> <a href="https://sixteenventures.com/customer-success-sales-alignment-2">Aligning Customer Success and Sales: Bridging the Great Divide</a> </li> <li> <a href="https://sixteenventures.com/motivating-action">Motivating Action: The Hard Truth of Driving Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/customer-retention-analysis">Customer Retention: Proactive, Reactive, and At-Risk Analysis</a> </li> <li> <a href="https://sixteenventures.com/partner-success-strategy">Navigating Partner Success in a Multi-Channel World</a> </li> <li> <a href="https://sixteenventures.com/csm-customer-allocation">Unlocking Potential: How to Allocate Customers to CSMs</a> </li> <li> <a href="https://sixteenventures.com/coverage-segments">AX-Based Coverage Segments: Customer Success Evolved</a> </li> <li> <a href="https://sixteenventures.com/revops-evolved">RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)</a> </li> <li> <a href="https://sixteenventures.com/engagement-rate">Redefining Email Engagement: New Metrics for a New Era (2024)</a> </li> <li> <a href="https://sixteenventures.com/classify-churn">Understand, Classify, and Effectively Analyze Churn</a> </li> <li> <a href="https://sixteenventures.com/customer-negotiations">Customer Negotiation: Discounts, Retention, and Value</a> </li> <li> <a href="https://sixteenventures.com/objection-handling">The Art of Objection Handling in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/sell-to-existing-customers">Driving Exponential Growth: The Art of Selling to Existing Customers</a> </li> <li> <a href="https://sixteenventures.com/nrr-panic-the-rollercoaster-ride-you-never-saw-coming">NRR Panic: The Rollercoaster Ride You Never Saw Coming</a> </li> <li> <a href="https://sixteenventures.com/motivation-vs-discipline-how-knowing-the-difference-skyrockets-customer-engagement">Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/why-csm-positioning-is-so-important-and-how-to-fix-it">Why CSM Positioning is so Important (and How to Fix it)</a> </li> <li> <a href="https://sixteenventures.com/customer-status-the-hidden-motivator-you-cant-ignore">Customer Status: The Hidden Motivator You Can’t Ignore</a> </li> <li> <a href="https://sixteenventures.com/the-power-of-curiosity-in-customer-success">The Power of Curiosity in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/creating-customer-success-playbooks-with-chatgpt">Creating Customer Success Playbooks with ChatGPT</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-or-bing-customer-success">ChatGPT or Bing: Which AI Tool is Best for Customer Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-chatgpt">Customer Success Pros: Stay Ahead of the Game with ChatGPT</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-customer-success">ChatGPT in Customer Success: Generative Output to Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/stop-teaching-your-customers-to-ignore-you">Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-is-a-customer-success-game-changer">ChatGPT is a Customer Success Game-Changer</a> </li> <li> <a href="https://sixteenventures.com/account-expansion">Growth Unlocked: The Key to Exponential Account Expansion</a> </li> <li> <a href="https://sixteenventures.com/customer-success-definition">Customer Success: Defined (2024)</a> </li> <li> <a href="https://sixteenventures.com/free-trials-onboarding">Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)</a> </li> <li> <a href="https://sixteenventures.com/customer-success-consistency-2">The Importance of Consistency in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/customer-success-nrr">The Real Reason Your Company Invests in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/customers-hate-three-things">Customers Hate These 3 Things (and How to Avoid Them)</a> </li> <li> <a href="https://sixteenventures.com/world-class-csm">The 5 Secrets of World-class Customer Success Managers</a> </li> <li> <a href="https://sixteenventures.com/design-customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a> </li> <li> <a href="https://sixteenventures.com/eliminate-churn">Eliminate Churn Forever in 5 Simple Steps</a> </li> <li> <a href="https://sixteenventures.com/churn-reason-analysis">Customer Success: The Lost Art of Churn Reason Analysis</a> </li> <li> <a href="https://sixteenventures.com/quantify-bad-fit-customers">Customer Success: How to Quantify the Impact of Bad-fit Customers</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-process">Customer Onboarding: How to Design and Implement an Effective Onboarding Process</a> </li> <li> <a href="https://sixteenventures.com/sales-to-csm-handoff">Designing a Sales-to-CSM Handoff that Actually Works</a> </li> <li> <a href="https://sixteenventures.com/saas-churn-rate">What is a good SaaS Churn Rate?</a> </li> <li> <a href="https://sixteenventures.com/cac-efficiency">Achieve Exponential Growth by Focusing on CAC Efficiency</a> </li> <li> <a href="https://sixteenventures.com/ttfv-sales-kpi">TTFV as a Sales KPI to Drive Engagement and Expansion</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-ttfv">Time to First Value (TTFV) is a Customer Onboarding Goal</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-aha-wtf">Customer Onboarding: AHA! or WTF?</a> </li> <li> <a href="https://sixteenventures.com/emotional-disconnect-onboarding" aria-current="page">Emotional Disconnect During Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/ghosting-during-onboarding">Bad Sales Handoffs Cause Customers to Ghost During Onboarding</a> </li> <li> <a href="https://sixteenventures.com/customer-actually-ghosting">How to Know if Customers are Actually Ghosting you</a> </li> <li> <a href="https://sixteenventures.com/why-customers-ghost">Why Customers Ghost you</a> </li> <li> <a href="https://sixteenventures.com/customer-onboarding-basics">The Basics of Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/success-potential-start">Success Potential: Real Customer Success Starts Here</a> </li> <li> <a href="https://sixteenventures.com/expansion-unsuccessful">Account Expansion: How to Upsell Unsuccessful Customers</a> </li> <li> <a href="https://sixteenventures.com/no-expansion-bad-sign">Customer Growth: Why Lack Of Expansion Is A Really Bad Sign</a> </li> <li> <a href="https://sixteenventures.com/expansion-grow-fast">Account Expansion: If You Want To Grow Fast, Do This…</a> </li> <li> <a href="https://sixteenventures.com/upselling-trust">Customer Growth: Upselling Hurts Trust (When You Do It Wrong)</a> </li> <li> <a href="https://sixteenventures.com/customer-growth-expansion">Customer Growth: The Difference between Sales and Expansion</a> </li> <li> <a href="https://sixteenventures.com/beast-message-framework">Introducing the BEAST Message Framework for Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/communication-model">Introducing the Customer Engagement Communication Model</a> </li> <li> <a href="https://sixteenventures.com/churn-classification">Churn Classification Framework For Customer Success Management (2024 Update)</a> </li> <li> <a href="https://sixteenventures.com/sales-customer-success">Customer Success and Sales: Why the Latter determines the Former</a> </li> <li> <a href="https://sixteenventures.com/appropriate-experience-required">Appropriate Experience is Required for Customer Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-kpi">What Are The Best Customer Success KPIs?</a> </li> <li> <a href="https://sixteenventures.com/upstream-problems">You Can’t Solve Upstream Problems Down Stream</a> </li> <li> <a href="https://sixteenventures.com/customer-success-simple">Customer Success is a Simple Concept (Don’t Overthink It)</a> </li> <li> <a href="https://sixteenventures.com/customer-success-frameworks">Customer Success can’t fit into Existing Frameworks</a> </li> <li> <a href="https://sixteenventures.com/customers-not-problems">Those aren’t Problems. Those are Customers!</a> </li> <li> <a href="https://sixteenventures.com/customer-success-onboarding-overwhelm">Customer Onboarding Success Secret: Don’t Overwhelm Customers</a> </li> <li> <a href="https://sixteenventures.com/customer-success-qbr">A QBR is NOT Required for Customer Success</a> </li> <li> <a href="https://sixteenventures.com/importance-of-customer-onboarding">Customer Success: The Importance of User or Customer Onboarding</a> </li> <li> <a href="https://sixteenventures.com/customer-success-management-roles">How to Define Roles in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/customer-success-high-low-no-touch-segmentation">Customer Success: High/Low/No Touch Customer Segmentation</a> </li> <li> <a href="https://sixteenventures.com/customer-success-high-low-no-touch-onboarding">Customer Success: Incorporating High/Low/No Touch into Onboarding</a> </li> <li> <a href="https://sixteenventures.com/customer-success-sales-segmentation">Customer Success: How to help Salespeople with Customer Segmentation</a> </li> <li> <a href="https://sixteenventures.com/customer-success-focus">Customer Success: Determining Which Customers on which to Focus</a> </li> <li> <a href="https://sixteenventures.com/customer-success-who-handles-upsells">Customer Success: Who Should Handle Upsells?</a> </li> <li> <a href="https://sixteenventures.com/customer-success-reset-mismanaged-expectations">Customer Success: How to Reset Mismanaged Expectations</a> </li> <li> <a href="https://sixteenventures.com/customer-success-lifecycle-engagement">Customer Success: Customer Engagement Across the Entire Lifecycle</a> </li> <li> <a href="https://sixteenventures.com/customer-success-non-tech">Customer Success: Working with Customers that don’t like Technology</a> </li> <li> <a href="https://sixteenventures.com/customer-success-tell-what-to-do">Customer Success: How to Tell Customers What to Do</a> </li> <li> <a href="https://sixteenventures.com/customer-success-engagement-models">How to Get Customers to Help Define Engagement Models</a> </li> <li> <a href="https://sixteenventures.com/customer-success-driven-marketing-offline">Customer Success-driven Marketing: Targeting Offline Customers</a> </li> <li> <a href="https://sixteenventures.com/lincoln-murphy-customer-success-ama-transcript-and-video-may-19-2017">Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017</a> </li> <li> <a href="https://sixteenventures.com/discover-desired-outcome">The Process for Discovering your Customer’s Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/customer-success-feedback-loops">Customer Success: How to Close the Feedback Loop with…</a> </li> <li> <a href="https://sixteenventures.com/upgrading-grandfathered-customers">Customer Success and Upgrading Grandfathered Customers</a> </li> <li> <a href="https://sixteenventures.com/customer-success-startups">Customer Success in Early-stage Startups</a> </li> <li> <a href="https://sixteenventures.com/customer-success-support">Drawing the Line between Customer Success and Support</a> </li> <li> <a href="https://sixteenventures.com/best-customer-success-management-software">The Best Customer Success Management (CSM) Software</a> </li> <li> <a href="https://sixteenventures.com/sales-and-customer-success-alignment">Why Aligning Sales and Customer Success is Critical</a> </li> <li> <a href="https://sixteenventures.com/customer-success-setup-fees">Customer Success and Charging Setup Fees</a> </li> <li> <a href="https://sixteenventures.com/customer-success-biggest-mistake">The Biggest Customer Success Mistake (and How to Avoid it)</a> </li> <li> <a href="https://sixteenventures.com/ideal-customer-success-org-structure">Determining the Ideal Customer Success Organization Structure</a> </li> <li> <a href="https://sixteenventures.com/customer-success-two-sided-markets">Customer Success in Two-sided Markets</a> </li> <li> <a href="https://sixteenventures.com/improve-adoption">Customer Success: The Secret to Improving Customer Adoption</a> </li> <li> <a href="https://sixteenventures.com/partner-success">Customer Success in a B2B2C (Partner / Value Chain) Scenario</a> </li> <li> <a href="https://sixteenventures.com/monitor-customer-happiness">Customer Success: How to Monitor Customer Happiness</a> </li> <li> <a href="https://sixteenventures.com/perfect-number-customer-segments">Determining the Perfect Number of Customer Segments</a> </li> <li> <a href="https://sixteenventures.com/customer-success-account-management">The Difference between Customer Success and Account Management</a> </li> <li> <a href="https://sixteenventures.com/customer-success-coverage-models">The Secret to Defining Customer Success Coverage Models</a> </li> <li> <a href="https://sixteenventures.com/customer-success-ama-05052017">Lincoln Murphy Customer Success AMA Transcript and Video – May 5, 2017</a> </li> <li> <a href="https://sixteenventures.com/customer-journey-maps">The 5 Fatal Flaws of most Customer Journey Maps</a> </li> <li> <a href="https://sixteenventures.com/churn-bad-fit-customer">The Cost of Bad-Fit Customers: How a Simple Sales Mistake Wiped Out $1.2M in Revenue Overnight</a> </li> <li> <a href="https://sixteenventures.com/customer-success-goals">Customer Success Goals: Cohorts, Metrics, and Prioritization</a> </li> <li> <a href="https://sixteenventures.com/customer-success-playbook">Contents of an Awesome Customer Success Playbook</a> </li> <li> <a href="https://sixteenventures.com/customer-success-compensation-models">Understanding Customer Success Management Compensation Models</a> </li> <li> <a href="https://sixteenventures.com/account-coverage-ratio">Determining the Number of Accounts per Customer Success Manager</a> </li> 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href="https://sixteenventures.com/success-potential">Success Potential: The Foundation of Customer Success</a> </li> <li> <a href="https://sixteenventures.com/near-zero-churn">Excuses and the Myth of Near-Zero Churn</a> </li> <li> <a href="https://sixteenventures.com/success-vector">Success Vector – a Better Customer Health Score</a> </li> <li> <a href="https://sixteenventures.com/free-trial-churn">Don’t Mix SaaS Free Trial and Churn Metrics</a> </li> <li> <a href="https://sixteenventures.com/saas-free-trial-benchmarks">SaaS Free Trial Conversion Rate Benchmarks</a> </li> <li> <a href="https://sixteenventures.com/churn-symptom">Churn is a Symptom, Not a Disease</a> </li> <li> <a href="https://sixteenventures.com/customer-success-drives-company-valuation">7 Ways Customer Success drives Company Valuation</a> </li> <li> <a href="https://sixteenventures.com/stretch-bad-fit-customer">Customer Success: The Difference between Stretch and Bad-Fit Customers</a> </li> <li> <a href="https://sixteenventures.com/cancellations">Two Ways to Reduce SaaS Cancellations</a> </li> <li> <a href="https://sixteenventures.com/churn-reasons">The Only Two Reasons Customers Churn</a> </li> <li> <a href="https://sixteenventures.com/know-why-customers-churn">You Have to Know why Your Customers Churn</a> </li> <li> <a href="https://sixteenventures.com/reduce-credit-card-failures">Use Customer Success to Reduce Credit Card Failures</a> </li> <li> <a href="https://sixteenventures.com/grandfathered-customers">Upgrading Grandfathered Early Customers</a> </li> <li> <a href="https://sixteenventures.com/pricing-strategy">Pricing Strategy Framework for SaaS Startups</a> </li> <li> <a href="https://sixteenventures.com/qualifying-leads-saas-free-trial">Qualifying Leads in a SaaS Free Trial</a> </li> <li> <a href="https://sixteenventures.com/logical-expansion">Customer Success and Logical Account Expansion</a> </li> <li> <a href="https://sixteenventures.com/free-trial-conversion-rate">Reasonable SaaS Free Trial Conversion Rate</a> </li> <li> <a href="https://sixteenventures.com/acceptable-churn-small-accounts">Acceptable Churn Rate for Small Accounts</a> </li> <li> <a href="https://sixteenventures.com/success-is-uncomfortable">Success is Uncomfortable</a> </li> <li> <a href="https://sixteenventures.com/stealing-customers">The Risk (and Opportunity) in Stealing Customers</a> </li> <li> <a href="https://sixteenventures.com/get-testimonials">A Foolproof Way to Get Testimonials Without Asking for Them</a> </li> <li> <a href="https://sixteenventures.com/success-milestones">Success Milestones: The Path to the Customer’s Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/customer-accountability">Customer Accountability: The Missing Piece in your Customer Success Strategy</a> </li> <li> <a href="https://sixteenventures.com/customer-acquisition-mistake">This Customer Acquisition Mistake Can Kill 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