Building Stronger Customer Relationships: Science-Backed Conversation Skills for Customer Success

Author: Nicci Nesmith Hammerel
Posted: June 6th, 2022

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A recent industry survey uncovered a surprising statistic: 60 percent of companies have lost accounts because they were unaware their key stakeholders and influencers were not aligned or had left the organization.

Most customer success conversations get so focused on adoption, utilization, satisfaction, and problem resolution, they lose track of the metrics and goals that decision makers actually care about.

Your customers approved the expense of working with you because your sales team promised them value—top-level value that would propel them toward their company’s strategic goals. And if you aren’t continually showing them how your solution helps them meet those goals, they’re less likely to stay with you, let alone buy more from you.

In this e-book, you’ll learn conversation skills and techniques grounded in Decision Science to build long-lasting, more profitable customer relationships.

Specifically, you’ll learn how to: 

  • Create Success – Align value with meaningful metrics early in the customer relationship.
  • Elevate Success – Maintain executive engagement and access throughout the customer relationship.
  • Expand Success – Master commercial conversations to keep and grow the customer relationship.


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