The forcing function we built for customer success

The Forcing Function

A concept we internally introduced to help customers reach the end metric < 2 weeks.

Why this?

We realized that GTM had become some weird creative game where customers were thrilled by the data, the signals and what complex things they could come up with it.

We loved it. They loved it.

But then came the final boss Customer Success and ROI.

We realized we had never talked about it.

Customer Happiness != Customer Success

In B2B it's easy to make whatever customer want but if they aren't winning with it ~ they won't rapidly pull more of the core value out.

So we had to hard focus on customer success, it's a sprint but we focus on removing ANY blocker at all from helping customers succeed.

Literally ANY even if it's not related to the product.

We define what success looks like with OpenFunnel and help them operationalize it in their daily routine.

We don't changing their existing process, but being invisibly but actively in their daily success routine.