On June 1, 2017 in São Paulo, Brazil, Lincoln Murphy presented 10 Maiores Erros no Sucesso do Cliente (The 10 Biggest Mistakes in Customer Success) at a Customer Success meetup hosted by TOTVS.
The slides are in Portuguese, but the 10 mistakes in English are:
10 Biggest Mistakes in Customer Success
(in no particular order)
1. Not putting the customer first
2. Overdelivering / Normalizing the Experience
3. Success is not defined
4. Focusing only on Required Outcome (and not AX)
5. Confusing Happiness and Success
6. Forgetting we're working with humans
7. Focusing only on Churn Mitigation
8. Not having a Customer Success culture
9. Failing to properly Manage Expectations
10. Acquiring Bad Fit Customers
Avoid these and you'll be successful!