What Does Freddie Mercury and Your Customers Have in Common

I want it All! And I want it now!

We live in an ever-quickening world; nowadays customers want to see immediate results. Long-term incentive programs that yield little motivation along the way are likely to deter buy-ups and repeat customers. Our product needs to be suited to the desires of the clients. And what the customer desires is results.

So as a CSM, what are your solutions to such a problem? Here are my 3 problem solving tips:

– Reduce Customer Effort Levels – Make your product easy to use and the customers will use it time and time again!

Ensure Customers Continually Receive Value from Your Product– Never leave a customer second guessing if the product is working for him/her. Make sure they have no doubts of the instant and long term gains of your product and by doing this you are guaranteed to burn the churn!

– Make Self-Service Attractive & Simple – Help the customer help themselves. The demand for self-service is on the rise. Let your customer feel in control of the outcomes of the product and satisfy their need for instant gratification.


Mark Silver is the Lead Author and Editor of SuccessFULL. SuccessFULL was created in order to be a spurce of news on the fascinating developing world of customer success. On SuccessFull, Mark shares his thoughts on customer success issues, with the hopes to foster a discussion and interaction with anyone interested. The goal of the blog is not to one-directionally publish information, but to create a full engagement between many voices, so that we can all learn from each other.