May 18, 2020

‘Getting Back to Normal’: Why Your Customer Success Approach Should Never Be the Same

‘Getting Back to Normal’: Why Your Customer Success Approach Should Never Be the Same

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side. With many industries starting to open back up after social quarantine measures and some sense of ‘normalcy’ returning to the world, businesses of all shapes and sizes are stepping out of this hibernation with a renewed sense of focus and dedication to get back to normal.

For customer success teams, however, there really is no getting back to ‘before’ the COVID-19 crisis. One ongoing impact of a social and economic crisis like the one we are in now is that there is always the thought of ‘what if this happens again’ in the back of people’s minds. For many customers relying on SaaS vendors for products or solutions, now is the time when they’re looking for how these systems will be able to provide value in the long term.

For this reason, along with many others, customer success teams shouldn’t be looking for the most straightforward way to go back to the way it was before. Instead, customer success teams should start taking stock of all of the changes that have occurred over the past few weeks to help inform a long-term strategy moving forward.

Here are a few things to consider while building this new approach to normalcy:

  • How your customers themselves have adapted to these new changes: While your team might be ready to get back to normal, your customers themselves might not be quite there yet. Understanding how your customers are adapting and pivoting their internal processes can help your team deliver better service.
  • Internal processes and workflows: How have your internal processes and workflows changed during this crisis? Is your team still working remote or are you back in an office environment? How are you tracking customer needs and internal responsibilities? How we work as teams has definitely changed during the COVID-19 crisis, and just because we’re ready to go back to ‘normal’ doesn’t mean the processes we’ve put in place to increase efficiency need to leave as well.
  • High-touch vs. low-touch customer accounts: Many customer success teams pride themselves on their ability to prioritize customers based on high or low-touch status. The last few months, however, have most likely up-ended this system by turning every customer into a high-touch account or sending some customers into a ‘paused’ mode until they figure things out on their end. For most CSMs, the real new normal will be understanding that there isn’t a sense of normalcy anymore.
  • The new priorities of your industry: In the wake of the COVID-19 crisis, many SaaS organizations pivoted their solutions to directly address some of the needs and concerns of their consumer audiences. In some cases, these new solutions are now the full focus for customers. And in others, these were simply placeholder solutions until things could get back on track. It’s up to CSMs to work with customers to ensure that, however they’re using your product and solutions, they’re seeing value and are happy with their investment.

As your team and your organization continues to adjust to the new normal, just remember that now is the time to double down on customer success. Your current customers are keeping your business going through these changing times and recognizing this impact can truly make a difference down the road.

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter


Thank you! We have received your submission.