Jennifer Chiang - Product Manager, Seso Top 50 Women Leader in CS (Panelist)
- Every product is different and every product’s users are different. CS teams need to understand how customer success can help a business like yours by understanding two things: Product Complexity and User Complexity.
- Product Complexity represents the intricacies behind the company, while User Complexity represents the idiosyncrasies behind whom you serve. Some are simpler than others are, so as you develop your customer success function and strategy, you should keep these two factors in mind.
- When you plot Product Complexity and User Complexity on a two by two matrix, it charts out four customer success team focuses — revolutionize, delight, automate, and simplify. This will help your team defines success and understand how they can bring success to your customers.