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.
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.