Customer Success Exists Because Reality Is Messy

Customer Success exists because reality is messy. Customers do not always know exactly what they need. Sales does not always uncover every expectation. Product does not always do everything the customer imagines. And after the sale, someone has to help the customer move from expectation to reality. In this webinar clip, Rick Adams and Jim Buscaglio discuss why CSMs are needed when requirements are unclear, expectations need resetting, and the real world is less than ideal. That difficulty is part of the value of Customer Success. 🎥 Watch the clip below #CustomerSuccess #CustomerExperience #CustomerRecovery #PCSMClips