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Why Customer Success Teams Lose Sight of Outcomes

August 1, 2018 Amity Team

We all want one thing for our Customer Success operations: to positively impact the bottom line.

Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship.

In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.

View the slides here.

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About the Author

Amity Team

Amity provides the world's most powerful Customer Success software. Amity, senses changes in customer health or rhythms, recommends the right actions and measures effectiveness. The combination of real-time playbooks, intelligence and automation helps customer success organizations scale quickly and efficiently.

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