Don’t do what you’re are asking for, tell your customers what to do.
Your customers don't know what it takes to be successful with your product. But you do. From the very earliest stage, you should show your customers the path to success and convince them to follow it. This is the essence of proactive customer success.
What Are Impact Drivers?
Impact Drivers are the key actions or behaviors that lead to successful outcomes with your product. These are the critical activities that, when implemented effectively, ensure that your customers realize the full value of your offering. Identifying and communicating these Impact Drivers is a fundamental part of any effective customer success method.
How This Works in Practice:
Be Clear About Impact Drivers: To achieve success, you need to identify and communicate the key actions (Impact Drivers) that will lead to success with your product. These will depend on your product and business, but if you can't sum them up, you need to identify them ASAP.
Here are some examples of Impact Drivers:
Onboarding Training Completion: Every user needs to complete the onboarding training.
Utilization in Meetings: The reports our tool provides should be used in team meetings and 1-on-1s.
Product Integration: You need to integrate our product with product XYZ.
Workflow Creation: You need to create a workflow in tool X based on a trigger our tool provides.
Embedding in Frontend: Our tool needs to be embedded in the frontend of your website.
Impact Drivers will differ for every business based on their specific products and customer needs. However, we have compiled an Impact Driver Library that includes the most common Impact Drivers in SaaS. [Placeholder for Impact Driver Library link]
Once you identify these Impact Drivers, you need to track their implementation for every customer. Everything else—customer goals achieved, adoption, NPS, CSQLs, NRR, and expansion—will be outcomes of these actions.
The Foundation of Proactive Customer Success
It all starts with showing your customer what it takes to be successful. By clearly defining and tracking these Impact Drivers, you can guide your customers to realize the full value of your product. This proactive customer success approach ensures that customers not only adopt your product but also integrate it deeply into their workflows, leading to long-term satisfaction and reduced churn.
Stay tuned to our blog for more insights on effective customer success methods and strategies.
