February 2, 2016

How to Arrive at the Super Bowl of Customer Success - 6 Winning Strategies

How to Arrive at the Super Bowl of Customer Success - 6 Winning Strategies

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.

The Super Bowl is just a few days away. You’ve been cheering all season for your favorite football team, and hopefully they represented well. If you’re lucky, maybe they made it to the playoffs, or even luckier, made it to the big show—the Super Bowl.

The Super Bowl Stage and Customer Success

Every year, NFL teams across the nation start the year with the goal of a winning season and the dream of making it to the big dance—the Super Bowl. This year’s stage is set with the Broncos taking on the Panthers. What do these two teams have in common? We know they have grit, determination, strategy, perseverance, passion, and camaraderie. They have a coach that believes in them and pushes them to be better. And yes, these two teams have great players. But the players themselves aren’t all that matters - it’s the entire team fighting together for victory.

So what does the Super Bowl have to do with customer success?

While the ultimate goals may be different, the underlying themes are similar. So with the Super Bowl being a few days away, I think it’s a good time to draw those similarities for you. Below are six strategies your company can use to arrive at the Super Bowl of customer success:

6 Strategies to Arrive at the Super Bowl of Customer Success

1. Have a Strong Customer Success Vision

A winning football team always has a vision and a purpose for what they want to accomplish. They have a mantra, and they stick to it all season. They start the season with the Super Bowl in mind, and they work hard every game, continually being reminded of the expected outcome.

Ensure your customer success team has a strong purpose, even from the very beginning of a customer relationship. What is the end goal for revenue, for customer satisfaction, or for customer engagement? By knowing the vision, you can more easily manage to the expected outcomes.

2. Alignment From the Top Down

Winning a Super Bowl doesn’t happen unless every player is aligned from the top down. The team owner, the head coach, the assistant coaches, and all the players need to know their roles and how their goals help the overall team win. Every person contributing to the win needs to be aligned.

Customer success is no different. From the CEO to the Customer Success Manager (CSM) to the marketing assistant, everyone across the company must be aligned to customer success goals and must know how their roles fit into the bigger picture.

3. Develop a Strong Customer Success Game Plan

No football team ever goes into a game without having a plan. Coaches and players watch endless hours of footage from previous games. They pour over strategies and tactics, draw out plays, and go through the game plan in detail so every player knows what’s expected on and off the field. Sure, things change throughout the game and calls are made on the spot, but the overarching game plan remains in tact.

Make sure you develop a strong customer journey game plan. Ensure that every member on your team understands the strategies, the tactics, and knows the journey inside and out. The only way to win is to have a proactive plan for your customer’s success with your company. And just like in football, nothing will ever go as planned so make calls as needed, but never lose sight of the overarching strategy of making your customers successful.

4. Achieve Daily Customer Wins

In football, every single yard and play matters. It would be impossible for a team to get on the field and attempt a touchdown for every play. Football games are won by feet and yards, not by running the ball down the field for a touchdown every time. Small wins throughout the entire game by both the offense and defense helps a team win and progress to the Super Bowl.

It’s the same with customer success. Approaching the relationship with only the renewal in mind won’t get you to the Super Bowl. In fact, it won’t even get you to the playoffs. For your customer success team to be successful, you must coach your team to achieve daily, weekly, and monthly wins for your customers. Wins can be in the form of adoption of new features, expanding relationships by going deeper and wider into the organization, or increasing the level of users utilizing your product or service. A small win could even include getting your customers to sign up for an upcoming event or webinar to further their knowledge about your company’s products or services. The point is, engage constantly and work to achieve incremental wins throughout the entire customer journey - not just big wins.

5. Get in the Red Zone, Make Touchdowns

Most football teams can make it to the 20 yard line pretty easily, but pushing the ball across the goal line takes a different level of skill, drive, and focus. Getting the ball in the red zone is critical to the team’s success. If a team can’t get the past the red zone to the goal line, then nothing else matters - they won’t win the game, let alone the Super Bowl.

In customer success, it’s critical to help customers achieve major successes. When you can truly understand your customer’s goals and what it means for them to be successful, then you can help push them into the red zone and make touchdowns.

6. Develop a Process that Can Be Measured, Improved and Repeated

Football teams can’t improve if they don’t know their weaknesses. They continually watch stats for their entire team’s performance - as well as each player - and they manage accordingly. Coaches conduct drills that challenge players to get better in certain areas, and they train to maintain and improve the areas where they already excel to keep their competitive advantage when they face competition.

Peter Drucker said, “You can't manage what you can't measure.” As a customer success leader, you need to develop repeatable and scalable processes that can be measured and improved. How does your customer success team perform? What are similarities across your team members? What are the strengths? What could use improvement? Knowing areas where your team needs to improve is critical - you will never get better and your customers won’t be as satisfied if you’re not managing your weaknesses and constantly looking to improve through better processes.

How Do You Prepare for World-Class Customer Success?

How are you preparing for the Super Bowl of customer success? What are the strategies and plays that your company runs in order to put customers first in everything you do? Preparing for the Super Bowl of customer success takes dedication, a strong vision, and a team that executes. But most of all, it takes passion for putting customers first and making them look like heroes.

Check out our resources below for more customer success best practices and insights for how your organization can put customers first:


5 Ways to Surprise & Delight Your Customers

3 Steps to Putting Customers First This Year

Blog Post:

The Golden Rule of Customer Success - 8 Guiding Principles

Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

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


Thank you! We have received your submission.