Stop Chasing Customers for Action Items
You've nailed the onboarding.
Your customers are logging in, using features, and seeing initial value. But then something shifts. Those critical action items that drive real ROI? Your customers just ignore them.
This is where many of you hit your biggest roadblock, the dreaded post-onboarding stall.
In fact, studies show that 67% of customer success initiatives stall during the post-onboarding phase, and companies lose an average of 23% of potential ROI when customers don't complete these critical action items.
The Real Problem Behind Customer Inaction
After the initial excitement of onboarding wears off, customers face a harsh reality: the heavy lifting is now on them.
They need to expand user access, provide data, get internal buy-in, or configure advanced settings.
These tasks often sit outside their comfort zone or require coordination with other teams.
The result? Endless "I'll get that done" promises that lead nowhere.
Why Traditional Success Plans Fall Short
After working with hundreds of CS professionals over the past 5+ years, I've seen this pattern repeat across every industry, from startups to Fortune 500 companies.
The core issue often stems from fundamental gaps in customer success strategy that teams overlook.
Most customer success plans document what needs to happen but fail at the execution level.
They become reference documents instead of accountability tools. The problem isn't that customers don't understand what to do.
It's that they lack the right motivation and accountability structure to actually do it.
Three Quick Wins to Start Today
Connect Actions to Business Impact
Don't just list what needs to happen. Explicitly tie each action item to their stated business goals from kickoff.
When customers understand that missing Step A means they won't achieve Goal B by their target date, urgency increases dramatically.
Get Specific Commitments
Replace "let's touch base next week" with "let's schedule our check-in for Tuesday at 2 PM to review the user access expansion".
Specific commitments are psychologically harder to ignore than fuzzy ones.
This approach builds on proven customer success communication techniques that create accountability.
Document Everything
After every conversation, send a summary email that includes what was committed to, by whom, and when.
This simple step alone will improve follow-through rates.
I've analyzed the strategies used by CS professionals who consistently hit 95%+ renewal rates and distilled them into this systematic approach.
These basic strategies will help, but if you're dealing with high-value accounts or persistent stalling, you need more advanced approaches.
This challenge affects 73% of CS teams according to recent industry surveys, but top-performing CSMs have cracked the code.
The difference between CSMs who consistently hit their renewal targets and those who struggle often comes down to having a systematic framework for customer accountability.
What you'll get in today’s the premium section:
✅ Never lose another high-value renewal to customer inaction with word-for-word scripts for difficult conversations
✅ Turn stalled accounts into your biggest success stories with advanced escalation strategies that protect relationships while driving results
✅ Guarantee follow-through every time with specific email templates and meeting structures
✅ Handle the toughest situations like executive pushback, internal politics, and resource constraints
Why this matters for your career: CSMs who master customer accountability consistently protect more revenue, drive stronger adoption, and position themselves for $120k-$200k+ roles. This isn't just about being helpful. It's about being the strategic partner who delivers measurable business impact.
"Implemented the strategic partnership framework and saw a 43% increase in retention within 90 days." — Shelly T., Director of Customer Success
"Executive engagement jumped 85% after implementing Hakan's frameworks. Finally got budget approved for team expansion" — Lorry R., CS Operations Manager
🔐The Customer Action Accountability Framework
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