085: Nils Vinje (Re-Air) The Four Ps of Customer Success on the CS100 Summit Preparation Pack

Helping Sells Radio

Although this is Helping Sells Radio Episode 85, it is episode two in the CS100 Summit Preparation Pack. The CS100 Summit Preparation Pack is a collection of past Helping Sells Radio guests who are also speaking at the 2018 CS100 Summit put on by ClientSuccess. When the agenda came out, it was glaringly obvious what a high level of speakers ClientSuccess attracts for their conference, we noticed five speakers were past guest of Helping Sells Radio. So we go together in the studio and decided to re-air all five of those episode just before and during the conference.

Enjoy the CS100 Summit Preparation Pack

From Nils' previous episode:

Nils has developed a model for building great customer success organizations. He calls it the 4 P’s of Customer Success.

1. People
2. Purpose
3. Process
4. Platform

We talked through this model and one of the most interesting parts of that discussion might have been the most controversial part of the interview. When it comes to purpose, a customer success team can have a primary purpose of satisfying customers or driving revenues, but it cannot drive both. Nils tells us we have to choose what to focus on. It is not to say teams cannot have both, but you cannot focus on both.
If you want to learn more about the 4 P’s of Customer Success, you can download the eBook that Glide Consulting has put together.

This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com