3 Assumptions Most People Make in Customer Success (And How You Can Avoid Them)

Assumptions are dangerous.

It lets you build a story that often doesn’t reflect reality.

Moreover, it’s a lazy and toxic behavior that often gets you to the wrong conclusions.

This is why the most effective people base their judgment on actual facts. They ask further questions to understand and investigate deeper while staying objective in every single decision they make.

And here are 3 common assumptions most people make and how you can avoid them:

1. Customers can use your products out of the box

It’s D-day.

Your product is ready to be launched with all the improvements and bugs fixed based on the many customer interviews you’ve made earlier and the feedback you collected so far.

You’ve included the latest features your most valuable customers asked for and tested every single new functionality.

All is running perfectly and you release the product assuming it’s intuitive enough for your customers to use it immediately.

But after a while, you realize the new functionalities you’ve pushed for are not being used as frequently as you expected. Moreover, you started getting calls as your customers are stuck with using the new tools.

Sounds familiar?

The mistake here is the assumption you made those customers can use your product as it is.

You thought it was easy for the customer to figure out how your product works.

You even started blaming the users themselves for not being aware of the most basic actions they can take within the product.

But the truth is the issue is never with the end-user.

It’s your job as a company to ensure your product is easy enough for the customer to use with the least friction possible.

It’s therefore key for you to first deliver a stellar onboarding process with the fundamentals of using your products or services. You need to literally show your customers even the most basic actions they can take.

So, don’t just assume they can use your products out of the box.

Keep on educating your customers at every single interaction and touchpoint.

This will help you remove the overload your customer-facing teams will start getting otherwise!

2. Customers will contact you for any issues

This is one of the biggest threats to successful renewals and account expansion. Here’s why:

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