Every Play Counts – What Customer Success Can Learn from Football
Every now and then, I stumble upon something that seems unrelated to my work, and that’s exactly why it sometimes sticks. Some time ago, I came across an article about Vince Lombardi, the legendary American football coach. He described how every single play counts, because a team only gets so many in a game. Each one can decide between victory and defeat.
Even though I’ve never played football myself, I found that analogy instantly fitting, especially for Customer Success.
Every interaction is a play
Whether it’s a conversation at a conference, a QBR, a support follow-up, or a quick chat in between, every interaction with a customer is a play. And just like in football, you never know which one will make the difference.
Maybe it’s that spontaneous chat at a trade show that builds trust. Maybe it’s the quick response to a seemingly small issue that influences a renewal decision. Or that quiet moment when a customer realizes we’re truly listening.
Success is built on many small, deliberate moves
In Customer Success, there’s rarely that one big moment that changes everything. Real success comes from many small, consistent interactions that gradually build a relationship over time. Just like in football, it’s not the spectacular that wins, it’s the disciplined, the repeated, the intentional.
That’s why we should treat every encounter with care, especially the fleeting ones, like those at events or conferences. Instead of seeing conversations merely as “leads” or “touchpoints,” we can view them as opportunities to build trust.
Because sometimes, it’s that one play that determines whether a customer stays, or walks away.