19/10/2026
๐ ๐ซ๐๐ญ๐๐ง๐ญ๐ข๐จ๐ง ๐ฌ๐ญ๐ซ๐๐ญ๐๐ ๐ฒ ๐ฐ๐จ๐ซ๐ค๐ฌ ๐๐จ๐ซ ๐จ๐ง๐ ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ ๐ฌ๐๐ ๐ฆ๐๐ง๐ญ ๐๐ฎ๐ญ ๐ฉ๐ซ๐จ๐๐ฎ๐๐๐ฌ ๐ฅ๐ข๐ญ๐ญ๐ฅ๐ ๐ข๐ฆ๐ฉ๐ซ๐จ๐ฏ๐๐ฆ๐๐ง๐ญ ๐ข๐ง ๐๐ง๐จ๐ญ๐ก๐๐ซ.
๐๐ก๐๐ญ ๐ฌ๐ก๐จ๐ฎ๐ฅ๐ ๐ญ๐ก๐ ๐ญ๐๐๐ฆ ๐๐จ ๐ง๐๐ฑ๐ญ?
Repeating the same approach might seem efficient. But different customer segments can face very different barriers to success.
One group may struggle with product usability. Another may lack internal buy-in. A third may need a workflow that better fits its business processes.
Treating every situation the same can lead to more activity without meaningful improvement.
This is why effective Customer Success starts with understanding the problem before deciding on the intervention.
๐๐ก๐ซ๐๐ ๐ช๐ฎ๐๐ฌ๐ญ๐ข๐จ๐ง๐ฌ ๐๐๐ง ๐ก๐๐ฅ๐ฉ ๐ญ๐๐๐ฆ๐ฌ ๐ฆ๐๐ค๐ ๐๐๐ญ๐ญ๐๐ซ ๐๐๐๐ข๐ฌ๐ข๐จ๐ง๐ฌ.
๐. ๐๐ก๐๐ญ ๐ข๐ฌ ๐๐ซ๐ข๐ฏ๐ข๐ง๐ ๐ญ๐ก๐ ๐ฉ๐ซ๐จ๐๐ฅ๐๐ฆ?
Look beyond the headline metric. Examine customer conversations, product usage, support requests, and progress towards agreed business outcomes.
Identify the barriers that explain the results you're seeing.
๐. ๐๐จ๐๐ฌ ๐ญ๐ก๐ ๐ข๐ง๐ญ๐๐ซ๐ฏ๐๐ง๐ญ๐ข๐จ๐ง ๐๐๐๐ซ๐๐ฌ๐ฌ ๐ญ๐ก๐ ๐๐๐ญ๐ฎ๐๐ฅ ๐๐๐ฎ๐ฌ๐?
If customers are not adopting a feature, another training session may not solve the problem.
The issue could be usability, workflow misalignment, missing functionality, or a lack of internal support.
Diagnose the barrier before choosing the intervention.
๐. ๐๐ก๐๐ญ ๐๐ฏ๐ข๐๐๐ง๐๐ ๐ฐ๐ข๐ฅ๐ฅ ๐ฌ๐ก๐จ๐ฐ ๐ญ๐ก๐๐ญ ๐ญ๐ก๐ ๐ข๐ง๐ญ๐๐ซ๐ฏ๐๐ง๐ญ๐ข๐จ๐ง ๐ฐ๐จ๐ซ๐ค๐๐?
Establish a baseline, define the expected outcome, and agree on how progress will be measured.
If the objective is to reduce manual work, measure whether the time or effort required has decreased. If the goal is to improve adoption, track meaningful use of the relevant workflow.
The approach should be adapted to the customer's circumstances and the outcome being pursued.
Customer Success becomes more effective when teams stop treating every problem as an invitation to launch another initiative.
๐ ๐ฌ๐ญ๐ซ๐จ๐ง๐ ๐ฌ๐ญ๐ซ๐๐ญ๐๐ ๐ฒ ๐๐จ๐ง'๐ญ ๐จ๐ง๐ฅ๐ฒ ๐ญ๐๐ฅ๐ฅ ๐ ๐ญ๐๐๐ฆ ๐ฐ๐ก๐๐ญ ๐ญ๐จ ๐๐จ. ๐๐ญ ๐๐ฅ๐ฌ๐จ ๐ก๐๐ฅ๐ฉ๐ฌ ๐ญ๐ก๐๐ฆ ๐ฎ๐ง๐๐๐ซ๐ฌ๐ญ๐๐ง๐ ๐ฐ๐ก๐ฒ ๐ญ๐ก๐๐ญ ๐๐๐ญ๐ข๐จ๐ง ๐ฆ๐๐ญ๐ญ๐๐ซ๐ฌ ๐๐ง๐ ๐ก๐จ๐ฐ ๐ญ๐จ ๐๐ฏ๐๐ฅ๐ฎ๐๐ญ๐ ๐ข๐ญ๐ฌ ๐ข๐ฆ๐ฉ๐๐๐ญ.
When a Customer Success initiative fails to deliver the expected result, what's the first thing you investigate?
Let's hear your perspective in the comments. We can all learn from each other's experiences.
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ยฉ๏ธ Adamsmith Ado 2026 โ๏ธ
