80% of your results come from 20% of the work. That’s the Pareto principle.
For us in Customer Success, that means that we need to find out there those “effective” 20% are.
And that’s not just important for our own sanity.. 🙂 But let me explain.
Especially in the beginning, SaaS products get picked up faster by smaller companies. And that’s great. But at the same time, these smaller companies, the early adopters, create a lot of support tickets. And support tickets mean a lot of work.
To truly make those “small fish” successful, we need to invest a lot of time into nurturing the relationship.
At the same time, you likely have a bucket of customers that bring in 80% of the revenue.
This becomes really important when you want to create a productive relationship with Sales.
Because here’s the thing:
Many Sales teams think that Customer Success is just sitting around and waiting for emails all day. We know that nothing could be further from the truth.
But actually writing down how much time we spend with which type of customer has really helped me create a better understanding in the organization to which customers we should sell. And where we should focus our efforts.
Because once they see that all the small fish they bring in every day actually stir a lot of trouble when it comes to the implementation, they start to realize how important it is for them to also bring in the right customers.
Now, don’t get me wrong. I’m not saying you should never focus on small customers. I love small businesses and serving them in Customer Success can be extremely rewarding.
But in reality, self-service programs and investing in tech-touch Customer Success can make a world of difference. If you show your leadership team how much time you invest in these smaller accounts, it will be easier to convince them of a more tech-driven Customer Success approach for small businesses.