Prevention vs. Treatment: rethinking customer success

❤️‍🔥𝘼 𝙥𝙚𝙧𝙨𝙥𝙚𝙘𝙩𝙞𝙫𝙚 𝙛𝙧𝙤𝙢 𝙩𝙝𝙚 𝙘𝙖𝙧𝙙𝙞𝙤 𝙬𝙖𝙧𝙙

After spending the past week in the hospital with a family member, I've been reflecting on a truth I've long known about Customer Success - it's all about prevention. The term 𝘩𝘦𝘢𝘭𝘵𝘩 𝘴𝘤𝘰𝘳𝘦 is very accurate when discussing customers

Think about it this way:

𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗧𝗲𝗮𝗺𝘀:

🔧 Jump in when things break

🔧 Focus on ticket resolution

🔧 Measure time-to-resolve

🔧 React to customer problems

🔧 Success = Fixed issue

Just like an ICU team - brilliant at crisis management, essential for survival, but not where you want your customers to end up.

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗧𝗲𝗮𝗺𝘀:

🚀 Prevent issues before they happen

🚀 Focus on business outcomes

🚀 Measure value delivered

🚀 Guide customer journey

🚀 Success = Growing customer

Like preventative medicine - regular check-ups, early warning systems, and a clear path to long-term health.

Both are crucial. Both save customers. But here's what I've always emphasized to my clients: while you need both, investing heavily in prevention will always yield better outcomes than waiting for emergencies.

The truth? You wouldn't wait until a heart attack to start thinking about cardiovascular health. Why wait until customers are at risk before investing in their success?

✏️ Is your team truly driving success, or just managing support?

❤️ 𝘼𝙣𝙙 𝙤𝙣 𝙖𝙣𝙤𝙩𝙝𝙚𝙧 𝙣𝙤𝙩𝙚 - 𝙢𝙖𝙠𝙚 𝙨𝙪𝙧𝙚 𝙩𝙤 𝙩𝙖𝙠𝙚 𝙩𝙝𝙚 𝙩𝙞𝙢𝙚 𝙩𝙤 𝙞𝙣𝙫𝙚𝙨𝙩 𝙞𝙣 𝙮𝙤𝙪𝙧 𝙝𝙚𝙖𝙡𝙩𝙝!