CxO Guide to Customer Success – Challenges and Opportunities in a Downturn
Several months into the COVID-19-induced downturn, limitations on mobility and the threat of resurgent spikes are keeping economies on the path to a slow recovery. With little hope for rapid recovery, waiting for a return to business as usual is a counter-productive strategy. Instead, companies should take the lead and look to bounce forward to the new normal rather than bounce back.
At such a time, it’s essential to understand the customer’s changed circumstances and make your solutions fit their new reality. The building or deepening of such a customer success mindset is the key to emerging from the current downturn. However, as with any venture into fresh territory, it is bound to be fraught with challenges while also presenting new opportunities for advancement. This is your guide on what to expect.