Reflect, Recharge, and Revenue: A CS Pro’s Year-End Guide

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Here are 3 Steps to Reflect on Revenue in CS (and how to turn those into actionable steps forward):

1. Look Back at What Drove ROI vs. Value

Inspired by the previous newsletter: ROI vs. Value

Ask yourself:

• What specific actions drove measurable ROI for your customers?

• Where did you lean more on “soft value” (e.g., relationship-building) than hard metrics?

Reflection: ROI matters because it’s tangible, but value keeps customers loyal. In 2025, aim to strike a better balance between the two.

Step Forward:

• Identify one way you’ll better communicate ROI to your customers next year (e.g., build a dashboard or include ROI in every QBR).

• Plan to document one customer “value story” per quarter to share internally and externally.

2. Pinpoint Revenue Opportunities You Missed

Inspired by the previous newsletter: Turn CS Into a Revenue Powerhouse

Ask yourself:

• Where did upsell or cross-sell opportunities slip through the cracks?

• Did you clearly link Customer Success actions to revenue outcomes?

Reflection: 2024 showed us that CS is no longer just about retention—it’s about growth. If you didn’t contribute directly to revenue this year, now’s the time to change that.

Step Forward:

• Create a proactive revenue plan for Q1 2025. This could mean identifying at-risk accounts or scheduling upsell conversations with top-tier customers.

• Collaborate with Sales to align on shared revenue goals and pipeline strategy.

3. Evaluate Your Productivity and Focus

Inspired by the previous newsletter: Set Yourself Up for a Productive End of Year

Ask yourself:

• Did you spend your time on revenue-driving activities or get bogged down in admin?

• How effective were your workflows in delivering outcomes for customers?

Reflection: Productivity isn’t about doing more; it’s about doing what matters most. In CS, that’s delivering outcomes and driving results.

Step Forward:

• Commit to auditing your weekly schedule in 2025. Look for tasks to delegate or automate.

• Build 30 minutes into your calendar each week to focus on strategic, revenue-driving initiatives.

Wrapping Up: What 2024 Taught Us

This year, we learned that Customer Success is a revenue driver, not a cost center. We discovered the importance of focusing on both ROI and customer value, aligning with sales teams, and staying productive without burning out.

It’s been a privilege to share these insights with you. Whether you’ve been here since day one or joined along the way, thank you for reading, reflecting, and growing with me.

2025 is going to be a big year. I’ll continue to show up in your inbox every Wednesday with actionable advice, insights, and strategies to help you crush your CS goals.

Here’s to more wins, more revenue, and more growth together.

Cheers to a phenomenal year ahead!

Talk soon,

Anika

P.S. If you’ve enjoyed this year’s newsletters, I’d love to hear from you—what’s one insight you’ve taken away this year? Hit reply and let me know! Or, if you’re not subscribed yet, you can sign up here.