This article explains the difference between a standard response—"We are working on it and will update you when we have more information"—and the same message delivered by a trusted Customer Success Manager.
Scenario 1: Standard Response (Low Trust)
During a high-impact issue, a customer logs a ticket and receives the reply:
The Incident Lead on the customer side quickly comes under pressure from management, domain leads, and eventually C-level executives. The update "They are working on it" is not considered sufficient, resulting in repeated follow-ups.
As pressure increases, communication becomes fragmented. Stakeholders begin reaching out across the organization to gather information—what happened, what the next steps are, when a workaround will be available, and the estimated time to resolution.
- Time and resources are wasted on both the customer and vendor sides
- Unnecessary stakeholders become involved
- Frustration and dissatisfaction increase internally and externally
- The original issue becomes distorted as different interpretations of impact and timelines emerge
- Resolution is delayed due to confusion and lack of coordination
- Resolution and Support Teams
- Client Partner (Sales)
- VPs (various domains)
- C-level executives
- Program Teams
- QAs, BAs, Developers
- Executive leadership (CEO, CIO)
- Any reachable contact within the organization
- Incident Manager
- Customer Resolution Teams
- Business stakeholders
- C-level executives
- Executive leadership (CEO, CIO)
This scenario highlights how a lack of trust amplifies noise, increases costs, and slows resolution.
Scenario 2: Trusted Response (High Trust)
During a high-impact issue, a customer logs a ticket and receives the reply:
Thank you,
[Your Name]
Customer Success Manager"
When the Incident Lead communicates that a trusted Customer Success Manager is actively engaged—and that updates will be shared promptly—stakeholder confidence increases significantly.
- Escalation to C-level executives is minimized or avoided
- Communication remains structured and controlled
- The ticket follows the proper escalation path
- Resolution progresses more efficiently
- Customer confidence is maintained
- Resolution and Support Teams
- Customer Success Manager
- Incident Manager
- Customer Resolution Teams
Key Takeaways
- Trust reduces unnecessary escalation and limits stakeholder overload
- Clear ownership improves communication and accountability
- Proactive updates prevent confusion and misalignment
- Effective collaboration lowers cost and accelerates resolution
Trust doesn't change the message—it changes how the message is received.