What should you do if you face blockers in the follow-up stage?

When you encounter blockers during the follow-up stage, escalating them is the most appropriate action. This involves raising the issue to the attention of relevant stakeholders or higher management who have the authority and resources to address these challenges effectively. By escalating, you ensure that the issues are acknowledged and tackled promptly, preventing them from hindering progress toward goals and customer satisfaction.

In the context of customer success, it is vital to maintain open lines of communication regarding issues that might impact the customer relationship or the successful delivery of services. Escalation helps to bring in fresh perspectives, potential solutions, and additional support, facilitating a quicker resolution. This proactive approach can lead to improved outcomes for both the company and the customer.

Other responses may lead to inaction or insufficient responses to the problem. Ignoring blockers can result in further complications down the line and a lack of resolution. Discussing with peers might be helpful for brainstorming but may not bring about a concrete solution if those peers lack the authority to implement changes. Changing objectives could undermine the initial goals and commitments made to the customer, leading to dissatisfaction and a potential loss of trust. It's crucial to address issues directly and effectively rather than altering objectives or avoiding them altogether.