Is it Okay to Fire a Customer?

Session’s Overview

When do you admit defeat and let a customer go? It seems like between Customer Success and Product Management, we are both so reluctant to say “No” to a customer or to recommend that they use another product as “ours” will never have that feature. In this session by PLG Disrupt, Peter Lyon VP Customer Success at Poppulo will outline his thoughts on this topic and his experience in dealing with this contentious topic. Peter will offer a decision pathway for people to examine and potentially use in their own company.

About the Speaker

Peter Lyon

VP Customer Success at Poppulo | Co-Founder Customer Success Network

Peter is the Global VP of Customer Success for Poppulo, the leading Internal Communications and Employee Engagement provider. With CS operations in USA and EMEA, Peter leads a team of CS Professionals dealing with companies like HSBC, Rolls-Royce, Nestle and Standard Chartered. Over the past 25 years, Peter has held several Senior Customer Success Executive roles across Europe.

Is it Okay to Fire a Customer?