Building Referenceable Customers

Our overarching goal in Customer Success (CS) is to cultivate a portfolio of referenceable customers, the prized success stories of any business.

I once worked for a Chief Customer Officer who stood in front of our entire CS team and said our number one goal was to build referenceable customers. He said that if we focused all our efforts and strategy toward turning our clients into advocates of our product, our services, and our company, everything else would take care of itself.

If you aspire to turn great customers into champions, this chapter will explain the significance of advocates, guiding you on how to identify which customers to start with, how to cultivate their advocacy, and how to showcase their endorsement. Once you understand these strategies for creating advocates of your customers, the success you will find in your book of business will set you apart in your organization.

This chapter will cover the following topics:

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