#random
Thread
Thoughts on using customer success stories after the customer leaves? We've got a great one but they didn't renew. Internally, we're all of mixed opinions. Would love to know what others are doing. Keep it? Keep but anonymize? Remove?
Anonymize quotes (if it's a written piece) or remove altogether, otherwise it's misleading. It sucks when this happens!
So frustrating! Here's how I've framed the decision. If someone were to see the story and backchannel reach out to the customer, what would they say about you and the relationship? And how would they explain having such a great story but not renewing? Keep in mind that "customer" in this case could mean just about anyone at that company, not just the champion being quoted.
In rare cases, there could be great answers to both of these questions that would keep your prospects excited and moving forward. But unfortunately, most of the time, you probably want to either remove or anonymize.
+1 to removing once the customer churns. Creating customer stories at my past gig was a slog, there were times where the customer would churn while the content was in the middle of production 💀
What we learned from that was to prioritize accounts that had at least 1-2 years left on their contract