Every sales individual will have a margin range up to which they can stretch the discounts. Understanding the proximity & depth of the customer needs can help us analyze how we can find the sweet spot. Once we understand how much our customer needs are already within the services range or discounts that we offer, based on that we can analyze the additional support we need to take approval upon. Along with that, we can even provide additional services or product value additions or freemium schemes that make the customer delighted to continue with the engagement.

I think it is about giving customers what they want while still hitting company targets. First, Listen to their needs but make sure that those needs are aligning with your business goals. Secondly, find a balance between making customers happy and keeping them loyal. Keep them satisfied enough to stay long-term but without sacrificing profits.

✔️ Equilibrar as necessidades dos clientes com as metas da empresa, necessita: ✔️ Comprometimento contínuo com o atendimento ao cliente, e adaptação das estratégias sempre que for preciso; ✔️ Foco total na criação de valor, e na construção de relacionamentos a base de transparência e honestidade; ✔️ Conseguindo assim reter os clientes, transformando-os em defensores da Marca (brandlovers), sendo nossa melhor propaganda grátis, divulgando a nossa empresa e os nossos produtos ao custo zero, aumentando a nossa retenção com satisfação total do cliente.

If you are doing right by the customer, pre and post sale, then retention goals should be made. If you’re approaching your sale as a consultant, then you’ll know if your solution is a fit for that potential customer. If you can’t actually help them achieve their goals, it’s best to say so during the discovery phase versus trying to fit a square peg into a round hole. Those prospects will appreciate your candor and be open to sharing referrals for others who are a better fit. It’s a win-win for everyone and you won’t run into churn because you over promised and under delivered.

To balance individual customer needs with company retention goals, focus on personalization within a scalable framework. Use CRM data to understand each customer's unique preferences while adhering to broader retention strategies. Offer flexible solutions—like customizable packages or loyalty rewards—that align with both individual needs and business objectives. Maintain transparent communication about what can and cannot be adjusted, ensuring customers feel valued while keeping expectations realistic. This approach allows you to meet specific client demands without compromising overall retention targets, creating a win-win for both the customer and the company.

Finding the sweet spot between customer needs and retention goals lies in proactive engagement and strategic alignment. Focus on understanding customer pain points through data-driven insights while aligning personalized solutions to business objectives. Create scalable frameworks that allow flexibility, empowering teams to adapt without compromising company values. Regularly revisit retention strategies based on customer feedback and measurable outcomes, ensuring a dynamic balance that fosters loyalty and meets organizational goals. This approach not only retains customers but turns them into long-term advocates.

You need to balance both by putting some personalised approach. Understand how different is customer need from your regular product or process. Objective should be always to retain the customer. Hence, explore to apply some additional resources or infrastructure for this specific needs of the customer. Important thing to remember is that quality should not be compromised even though it’s specific need and also the timeline. There are few occasions where such requirements come, we need to deliver for the customer.

Balancing individual customer needs with company goals is an art. It’s about creating personalized experiences that make customers feel valued while ensuring alignment with long-term objectives. Data plays a vital role, offering insights from feedback and behavior to refine strategies. Flexibility is just as crucial—policies should evolve to adapt to changing needs without losing sight of the bigger picture. When done right, this balance strengthens relationships and fosters loyalty, benefiting both the customer and the business.

This topic may seem straightforward, but it remains a significant challenge for many in Customer Success roles. First and foremost, as a CS professional, your priority should be meeting the priorities of your customers. When you prioritize achieving their desired outcomes, you enhance their value realization. When customer needs are met effectively, customer retention improves. Increased retention creates opportunities for expansion through upselling and cross-selling thus driving your company's revenue growth. This not only accelerates customer lifetime value (CLV) but also reduces the cost to serve and maximizes revenue per CSM.