Nudge Interview Model^©

The Conversation Framework That Helps Customers Make Progress

Customer Success is built on a blend of partnership, problem-solving, and, in many organizations, supporting the account’s commercial health. CS professionals help customers achieve the outcomes that matter to them and also influence decisions related to adoption, renewal, and growth.

The Nudge Interview Model^© gives Customer Success teams a simple, reliable way to guide these conversations. It helps customers find clarity, understand what is possible, identify what is true, and commit to next steps that create meaningful progress. The model supports both service and sales responsibilities without pressure and without asking CS professionals to act like traditional sellers.

Rooted in the same behavioral science behind the Advanced Sales Conversation Model^©, this framework strengthens relationships, improves adoption, and helps customers take action with confidence. It gives CS professionals a structure that feels natural and respectful while supporting outcomes that matter to both the customer and the business.

Why Customer Success Needs a Different Kind of Conversation

Your customers don't just need answers. They need a partner who can help them:

Understand where they are today
Explore what better could look like
Identify what’s getting in the way
Clarify the outcomes that matter most
Move forward with confidence and ownership

The Nudge Interview Model is designed specifically for teams that help, guide, and coach customers toward success.

A Simple, Repeatable Model for High-Impact Customer Conversations

The Nudge Interview Model breaks every conversation into five intuitive phases:

Start Where They Are: Uncover today’s experience, expectations, and friction before moving to solutions.
Open the Possibilities: Help customers envision what better could look like without pressure or prescription.
Clarify What’s True: Co-investigate what’s actually driving challenges: workflows, usage, alignment, or expectations.
Imagine What’s Next: Support the customer in visualizing success, and in recognizing what may happen if nothing changes.
Commit to the Path Forward: Align on shared actions, ownership, and timelines that move the customer toward the outcomes they care about.

This structure helps CS teams lead meaningful, strategic conversations while supporting both service and sales responsibilities in a way that feels natural and authentic.

Where the Model Makes the Biggest Difference

Customer health conversations
Adoption and workflow coaching
Quarterly business reviews
Goal and success planning
Expansion opportunities
Expectations alignment
Moments when the customer feels stuck or uncertain

Your CS team learns how to guide customers forward in a way that feels natural, supportive, and partnership-driven.

Built on Proven Behavioral Science

Behind its simplicity is a strong foundation:

Choice architecture
Motivational interviewing (adapted for customer environments)
Cognitive tension and mental simulation
Commitment and consistency theory
Trust and disclosure science

This is not sales technique. It is a structured, evidence-based approach that helps customers gain clarity, make decisions, and take action in a way that supports both their outcomes and the health of the business.

The Outcome: Customers Who Move Forward

When your conversations improve, customer progress accelerates:

Higher product adoption
Increased engagement
Clearer success plans
Earlier identification of risk
Stronger relationships
Higher renewal and expansion potential

Your team becomes more confident helping customers navigate complexity and reach meaningful outcomes.

Bring the Nudge Interview Model to Your Team

We teach the model through real customer scenarios, hands-on practice, and guided coaching so your team can use it immediately.

If you want your Customer Success conversations to create clarity, strengthen relationships, and move customers toward better outcomes, this model is designed for you.

Nudge Interview Model©