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Customer Success-driven Growth

Lincoln Murphy's Marketing, Sales, and Customer Success Thought Leadership

Another awesome article by Lincoln Murphy Leave a Comment

Também disponível em Português por Exact Sales

Customer Success starts with acquiring customers that have Success Potential.

Customers that have Success Potential are said to be good fit customers. This is the opposite of best store to get online cheap sale exclusive Magnus Green Ethnic Footwear prices eOHmBpd
that cannot get value from a relationship with us now or in the near future.

If you knowingly allow bad-fit customers to be acquired, nothing else you do in Customer Success will have the result you’re hoping for as those customers – no matter what you do – will never achieve their Desired Outcome.

In fact, if you’re a CEO that allows your sales people to sign customers without Success Potential, you should fire your Customer Success Management org because you’re just setting them up for failure anyway.

And if you’re a Customer Success Practitioner or Leader that works for a CEO that allows bad-fit customers to be signed, you should quit and go work for a CEO thatisn’t setting you and your team up for failure.

Bottom line… if you want customers to:

…then don’t acquire customers without Success Potential!

Okay, so let’s dig into this concept of Success Potential, shall we?

Summer 2017 ‘Success Potential Framework’ Update

Before you even start logically segmenting your customers, you’ll want to do a quick reality check on what’s necessary for your customers to be successful in their relationship with your company.

BTW, if you go through this Success Potential exercise, when you do start to logically segment your customers , you’ll be able to quickly see what segments you cannot help right now and which are a perfect fit.

Okay, so Success Potential is a binary, yes or no answer to this question:

Based on the realities of what we can offer right now, and –assuming Joint Accountabilities are met on both sides – is this prospect likely to achieve success in their relationship with us?

If your customer doesn’t have Success Potential, and you know it when you sign them, don’t be surprised when they churn out and say terrible things about you publicly.

There is no “set it and forget it” when it comes to Success Potential (or Customer Succes… or any part of your business!).

Success Potential can (and likely will) change, either because you’ve added or removed functionality, changed your culture, removed or increased your ability to serve, etc. or because of changes on the customer’s side, like their expert quit, they got acquired and their culture changed, or they simply evolved out of being a good fit for your company.

Learn about issuing refunds at Stripe.

Stripe supports the ability to refund charges made to your account, either in whole or in part. If the original charge underwent currency conversion , the refunded amount is converted back using the same process.

We submit refund requests to your customer’s bank or card issuer immediately. Your customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank. Once issued, a refund cannot be canceled.

5-10 business days Once issued, a refund cannot be canceled.

We’ll also send an email to your customer notifying them of the refund, if all of these conditions apply:

Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued.

Issuing refunds

Refunds can be issued via the or the Dashboard and are processed immediately. Once issued, a refund cannot be canceled.

You can issue more than one refund against a charge, but you cannot refund a total greater than the original charge amount.

To refund a charge via the API, perform a create refund call, providing the ID of the charge to be refunded.

To refund part of a charge, provide an amount parameter, as an integer in cents (or the charge currency’s smallest currency unit):

To refund a charge via the Dashboard:

Refund charge Refund

Alternatively, you can go to the Dashboard page for the specific charge, and click Refund there. (Again, you’ll be given the choice of a full or partial refund and prompted to pick a reason.)

Refunds can be sent back only to the original payment method used in a charge. It’s not possible to send a refund to a different destination (e.g., another card or bank account).

Refunds to expired or canceled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (e.g., check or bank account deposit). In rare cases, a refund back to a card may fail .

Always attempt to refund card payments through Stripe and not using another method (e.g., cash or check). If a payment is found to be fraudulent and a dispute is received, you can lose both the disputed amount and the amount you refunded separately.

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