Customer Success News: Seven Questions. Empty Chair. Watermelon Customers.

All the latest Customer Success tips, trends, and inspiration in one place. [View in browser](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PHp5knKyV3Zsc37CgRxjW8S8fB56g7KMGW3yHHpK2DtfDHW6hRv6n64br-vW33m1b11rwdR5W5m9ck47YpZWVVbb1Nz7V8x9GW1gTGcN6xTtxnW7mDxx215-VNGW2xKnsG4N3k_qW92qQMV2Rq7M_N8-txHT3zCzZW28PFyD53hlnBW5qFtLf6sRPszW62fpQX4R4Nk2W3gR70C6XW-08W8jqPM-38jCXWW7fBf2d7S5nCyW62Jdkg1jFc4nW6Rzsnj7JpWg3W43XK4h2msMNWW8Scbjh69HcfkW4BtkR04LHmZBW6Rj1G273DynqVY7J0w6lvVZmN8cWl1pdKzfkW2G_vRM4NSYvpN37rd0L--JFRVj_x8z1jg5T9W3ctssD1F_RNdW7qXCcZ74plZwW4ZRfgk87w5-BW3nFx9Q8JP7nCW83cJxl48tM6bW68R3gz4xQq_9W5v3hZ288CMY0W5584l45qMK8JW25PbRR2zBTTGVxv1jB8YMZMwW8nnk-s154P96W4xVlHt85_H-HW86QZTp6gWvzZW4RmZvG2605v33f171) [SK_Newsletter-Logo-1] CUSTOMER SUCCESS NEWS • MAY 2022 • ISSUE 1 Seven Questions. Empty Chair. Watermelon Customers. [Seven-CS-Questions] “To Ask the Right Question… … is harder than to answer it,” said German mathematician Georg Cantor. And [Jay Nathan](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PGQ3lSbNV1-WJV7CgP5gW1MqSmW6lC64TW4bX1FD4glNddW1Y8SKS7ng0q-W1TYBTY1nvgYMW73W_bs16gfM5W3H9VV082YxsdW4_cP5S89WL9kW4WWpQR5xvlYgW2Q-kXq6NPzdjW7NNCtG79rCr3W5nTJYN3RSnzvW8JXm6s1_YtHRW5jcpV48J1qhGW5gVfS131Yj5NW5--z-v9l8Wd8W1Q5_6w46dynCW74v2Dl8r16tNW4Tb4h58YpTDLW8Rmv-32Cr9HmVjhCKH4nPvv4W5Y6MpZ59vDQmN2yW2HqkMfwg2_21) just made that easier! Here are Jay’s [seven questions](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PHJ3lScGV1-WJV7CgT3cW3GF0LB7jSpbNW1Q8NwX8cjQN-W3bSdmV6bCr9GW13351r7Sh9tJVXXrfc3T9b83VXcvMY96dfR_W3z0GLR8QyyX8VSfg19619v_lW5wDNL695XdjpN2jlPbMCRlQKW5fgFkK5JqRRJW3_8yh34CFBspW2N564v5K-DYBN27t6pVV5RfqW94fS-z6fzJhrW2M1PvQ3mtkmCW3cKyGZ5t7-fFW94db64636YG4VtxDfd6DG5zwW1bX1631lKk5sN4wfwSt4s4n0W36MrnZ8GYcS3W63GQ391q8ZcKW10sw-52shMPnW1j6ml46DV7--W3z8lT-6v4YvkW7QZK9q3MgX6rW7rpsVZ6zvShh389x1) CS teams can ask themselves to strengthen customer health and retention. [Team] What’s the Full Form of TEAM? Together Everyone Achieves More! CS teams help — and need help from — product development, marketing, customer support, and sales to drive retention and create advocates. And how can they do that? [Markus Rentsch](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PHJ3lScGV1-WJV7CgMXgW5-y9GB1x2qK7W5b_Yl35YQlRgW3_xKby372p1MW2f4pNy50NBJLW6837h18JbmkRW73q70z7z9Z8RW9b4ncW7cLpX_W7qt5lM3wMTJ9W6YZkWX4gG2MXW70P9bT5F35l_W3zfgQw3zPvy0MV8m8v2CYjVN1ggwP4PdbNbW8DgWHg3RjW2WW7HX3Rx1zRxwcW94lJzq6S_-P5W47kmSm8cjGWFW46r0mW7dfD6zN4FlTPdGbx10W7QngjY8TP3VJW46Xr0N4pct9fW1bg9mH63xPqXW8H1kW01G-9LFW5JwZpZ6M-PHwN48xcHfdvfckN3PhT0fh-zZpW7HMLp71w_NklW33j2NZ6_05223nSM1) lists some [great tips here](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PGQ5knJZV3Zsc37CgVBHW7Wvtrs7GVrRzW1tBRn24rcR4-W5tSmjr5jV49nVZkv6x4l6Qk5W7fVJBs4_krwGW1qtnWS562-k7W6-6-zV7Gq-M4W4j7rBk2LXj0_W12Kh8Z1HFPlSW46_X617GHphWVDyBqf4FtD3tVLg25C1r8p4tW9fFtmp1jBN61W8TzNhJ7mFc3wW9cPBHS8H4-THW5cnLRX3VBbH5W2vWGh518y8-2W2fvg_D1Nhp6NW7TvS1S5jPThWW5mK4sj5shzWGW7k30BJ60HdhdN44qXRVt3kmFW6-Fw3B8qSnqkW4wSb1y601zCSW52r7_-5fbQ-FW6r4-yz70mFCJW641t_W7yh-dSW2DJXxx7PPGLDW8HsVPj88JXtsW5Jzfdc6BNRyqW16BJg95XtGltW186YzR5DDk5gW6cxnz959dZFlVjKYlM438lK3W4Jy0hJ3B6BFPW5zhzNf3rRrQ1W3dYSJF1BHpdPW2NqzSp4M40z437gz1) to lead the way. [Empty-Chair-Technique] The Empty Chair How would you feel having an internal team conversation — with a customer present in the room? It might never happen, but the idea is to ensure that your organizational goals are aligned in doing the right thing for the customer. [Paul Lucherini](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PH53lSc3V1-WJV7CgYSxW68MzLt4L4lKsVzHVZR1MtsdnW671M6d36S9slW4bWX3X75T3MCW79s15X2X7VVVW6mhr2Y19G3DzW8rgFNr3T3c0GW4NQMl_2l5KlcW1MPSHV935hnnW80SGhh4p_y5PW9bRbGD119dXfW13gkjh6ClPHgN69rYcXCxpZrW6CjJcD46T15wW4hljY66Z4xRZW4LjMbs4GfHhZW6R5_vZ5sXzLRW2NBVGK5Wh8LQVXzrMC1jDpx8W7Kgs_q447MCMW6kRv0h5c97C2W6yr_3r8LbFynW9dX4dR7mFx99W2Fy7ch6jltZr3kNn1) suggests literally [bringing an empty chair](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PFX5knJ3V3Zsc37CgKgWW5gbrD_2r3l6JW6n-0V14z_2W2W36G8tY4Bs5CqV-nTr999Q40XW8SlJMH8dCJQDVH0HkZ1-SKn1W4m09hP2fpj7sW2KGrb12ttsJtVbKjC69cv6WRW31RdhW2FPj8pW7gGW8X7BgzgkW2CcS-K74J1lTW8Hvjcm5c9JpxW1-G_C47HDshFW8KsXsN5Ln2JVW5zsKcw71_3swW7Xby0c640HqmN450Q5-YVZQGW7r5pRX22kx_MN8tQQZ9N-n1CW8x9bBp8Mz_VQW7sXPFt4Nnwl-W2rfhd63vZXQ9W3KfGhh5199yNW2D837h4BlGrNW6ypzPr7vv8jWVHQWJC73grtfW618FW94XXcR2W3KcqHQ55mn7wW5fd-kF7B2j27W14PLdN36QyYTN6RBLdFBfY8_328M1) into the room to represent the customer and visualize the scenario better. [CS-and-Sales] CS + Sales = Awesomeness CSMs are phenomenal at retaining customers. But what if they could help convert prospects to customers, too? Yes, we know, that’s where the sales department comes in. But what if you could benefit from this collab? [Here’s how](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PFX5knJ3V3Zsc37CgLm9W2xR5LV7LlF0cW7wgFhs25GPqqW5pY_ff1RXZFRW6sXc991z7b5fN3pPf6vxqvdGW3tQVWP4xk2lhN1sKbSr6BwXZW2YK3nV90Ck43VrqwCS5q97mVW6KmsLY1nLNzkW3vnN721Z8b7ZW3KTZkT4F9Xx9N66W8NKGbBV5W2Pxqmn812RNWW5NcQcw8ftlhpW5tbbCh60c4tsW7JNnTv2ndVKdW3_hhgv4vpbFpN65c6LvdrRKQW6jNwzr65FkxCV8PJ846lZVfsVVHcS62tc4n3W5Dl14M6dL84fW6TB2qJ3SmtryW5PZBg910S2DkW5QLYYK5bqTXmW32DD541WbbxzW4TJ1Gy5TMq_sW2s1Zms6DVN9TW5djPT824lP0gW6DTCdV76Yz9FN5ZfGnjyVj7N32lg1) by [Kathleen Marcell](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PGQ3lSbNV1-WJV7CgJSrN43cWzYF76F9W7cvFD74vfqVDW4YQjmF2HM4cmW1FJjHs9bH-5zW4g2nzr3n4y-jW5cdGJg91M7c2W9b25pl13D15JN7HRmljKMqMdW81jgSW37bkcfW5VxlR78vRbTCN94yRmQK2-fhW5xN3v8671hZGVwDN4F2pK_PtW3nd11_8_gVPYW4bQnbK40rWFmW6h0Nym7YQcx3W7b1xk895sFvYTns9v5vSKv3N5t0vNQrf00JW5Brj-v7brQD1W2TxK548hZGf0W3-cn6r8lrTwS3dFM1). [Watermelon-Customers] Watermelon Customers Green on the outside but red on the inside. They’re the customers who might churn even though they appear to be happy and healthy. In this [insightful post](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PFX5knJ3V3Zsc37CgWHgW25gy756GqC6DW5Q4WTD5Pn2tqW314ncJ5YRGn-W1wHw2b5ykSd9W7T269S3SdqN9N3FdTwHXNcb6W1sf_Yh7wddh4W6xNbn42YFGbwW311hf_7VpCKjW34q8756-zKbcW8_x7ft39NWnqVvXtmk6J-wyYW2kYCzs96FGKNW4KcRTp9krlbGN6c1KrS_kL5sN8QbHY3BTdrMW7g4cGz1nR9n8W4m7Xrw92YDz8W6gcM7x7Jc2wSW5sQtwj37yw4lW6NDzWY7J1r_WW7Vd34w6BkfLVVzL1qT7XtyGDW7TMRYv5pbbXTW94w5J53cSNrkW4zm8Xh7BDrqDW88P_P76qMCx9V4dCKm3S-1r4W1ZgPC28q4G3vW15T_Jm6443JlW7DXdVD3G0BCPW146Kh132572M38t_1), [Bryan Plaster](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PGQ3lSbNV1-WJV7CgFVxW3lrmSr3hc6BGW3Ksyd-1x66nhW4Djlt68MtwPRW3nZryj6Q-YLWW7rBMx932r47-W7V5DJh7F19hZW3hNB2p8Sxf9TW3mPwXw45bxZCW5k2Vyg6mNH8cW9jY1K43Nj5wsN7L3fxF2g6gtW1C9Q_h3lFqvnW3rKzNL295myMW5vhJZd5_v25cW999KB32H-4gVW3h6Q2v6xT8mKW7j-S0t4-bW7qW4z9Y9d6MY4_XW812Snm289Z1BW3rl1rH5N982yVfZLV35423BdW9jzBs-4tcxTX3n1L1) shares his experience of leveraging customer intelligence to identify watermelon customers. [SK_Newsletter_LatestGreatest-Header] [CS-Survey-2022](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PHp3q90pV1-WJV7CgXkDW4MT1mb6HlHW0W6WD2h25wGPbwN7ys78gSCKDWW5_B6Nx3ZmdrtW4ZRtMy5B-BrGW7zRqqr500CHzW2_Cy9z4SL5h6W3PX3XC6gK2cVW44wM4-1BsYm0W2BS25x2_9-S8W7QYyl274db7hW5l-0Zc46mfXQN16bC5-XvxkJW97nLNW2M-7YHVQvr-z4tPB_9VC77n21zx0bxW8HvmrX2HFXSkW48Rwgb8F8BVZVx0St-8YgDjKVyJ_wX3n97HNW7z3QFY283fgMW7ZK0ZX4MxM4GVD2kry828v5rW8pBq354MbxFnW3NQMgJ8WGsYdW86-dbL8nLyXB3hTz1) CS Survey 2022 📣 Final call! Join 600+ fellow CS practitioners in taking this year’s CS survey (in only 5 minutes). Enter to win a $300 Amazon gift card and be among the first to receive the final report. [Take the Survey Here](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PHp3q90pV1-WJV7CgLt6W6sG-rB7B6-2JW1B3z9g733rxhW339Fns6vwfgGW1PypXC5zPcTMW2zhb6c1QBfRdW3BnvhV96tJTDW1nTp9h30yBxbVSzKG96gcRTqW1tjw7P6cBl9sW2C_Jw-9kh9mjW2NyVGj23DplTW1wcsfY2SNZ1KW2QGhDP4dvXJRW7FrBvr7x9gZRW3d0rSg8zVrDnW5nW8mR947V2lW1fsqkl4HfglhW1hg4G68Q__xNW4qzjbw5XSYSgW5CSX5Z6hQkbwW86DfKh3wNjKwVB_D9Q5QtH98W5RyHBk1K5tFnW5cNpML6N3jv-W1XwnTF4g330gN8m7Y796m9bB39Lg1) [CS-Webinar-Recording](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PGQ3lSbNV1-WJV7CgDplW96jHqT7-jzQhW6TSgkt72bp4zW7BdxyY67S558W5LblkT289HqNW8Gnjyv5hXwyjVxNJ-S74mRmZN1YKXJS8LHm_VJ9wN87y5ZF9W6BK5XV1V2DYXW2jxhl34gZ2FvW9041qS1SGYVCW6G6_wj8pjVdgW2Q6bpb5zvqbxN56SxLh4MKSlW1cRfS17yhHDyW8RRRCc76BdlqN7nRqXm1h2lcW6lHN466zX-QcW4Mgt9N6Y5f8-W7znVps4bDwPGW33Y7Qz1bvzSbW1BHK9957f82H37nb1) Webinar Recording 🎬 Watch the full recording of our 4th and final episode of the widely popular CEO Webinar Series "Becoming a Champion: What Does Best-in-Class CS Look Like." [Watch Webinar Recording](113/d2rn9K04/VVSPbG8lBvxNW7d7FrP8-D80vW2H1VMy4Kg8vHN3S9PGQ3lSbNV1-WJV7CgY_vW5J_fWX4Vq58NW6SYFs75ckJ3MW2d61Hw5jqPftW2nqL_r26XyM-W3RM1J05sLy81W3vn37C4JNQZlW8svR4h2GXZg9VfRQMj1G3rD5W6dJPDN5rFnpcVtQSnJ3L5SBbW1FJSrt2z0yTcW22ty6738_HD4N4Q4KCGDDmxtW76Hs9B1Gl9djW2gj3vc1hYqS7W6bwcgD86x9JZW8KYPbt5vDGq-W8SHBh74NkV-_W1Flf0g2LPtpQW1XwF9h7cMkBcW1_TdX819jVjlW3GgL-r7WycpD33pM1) Need a deeper dive? Explore the SmartKarrot platform or book a demo today. 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