Bob London’s Post

6 bad habits that cost CSMs a fortune. As a Customer Success Manager, time is your most scarce resource. It’s one of the toughest challenges to understand how to spend it effectively. Here are 6 things you need to stop doing asap: 1. Resolving customer support tickets 2. Skipping discoveries 3. Avoiding customer conversations 4. Not tracking customer outcomes 5. Re-engaging non-responsive customers over and over 6. Fighting inevitable churn It’s a tough time to be a customer success manager. But at the same time, it’s a golden opportunity to prove your value once and for all. Start by eliminating all the time-wasting activities in your everyday work. PS: Level up with my free newsletter --> https://lnkd.in/dtC7MEjP

There are 3 levels of Customer Success Management: 1. Reactive (90%): Most of their work happens in their inbox responding to questions and managing escalations. They often spend 80% of their days doing customer support work. 2. Proactive (9%): They are monitoring product usage and feature adoption and reach out if their playbooks tell them they are too low. They are caught with their pants down when their customers "suddenly" churn despite all-green health scores. 3. Leadership(1%): They pick up customers where they start and take them to the promised land. They identify their customers' needs, provide them with the corresponding services and content, and are on top of their progress. The CSMs winning in 2024 are the ones capable of leading customers to success. You can't afford to leave holes in the customer journey anymore. PS: Sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP

Customers vs Customer Success Manager How do the answers change from the two perspectives - - How long do you want the meeting to last? - Who do you want to be in control of the meeting? - What do you want the outcome of the meeting to be? Often time there are different expectations between customers & CSMs about what they want to discuss on calls. If we don’t create alignment, calls can go completely off the rails. Sandler Upfront Contract has been a useful approach to tackle. How do you approach it?

Ah, the glamorous life of a Customer Success Manager: While others chase after fame, I'm busy chasing renewals. Until next time, share what you are doing. What's working for you and what's not working? ……………………………………. PS: Wanna become better at customer success - retain, grow and help your customer, visit--> https://successguardian.in #cco #customersuccess #customerretention

Customers vs Customer Success Manager How do the answers change from the two perspectives - - How long do you want the meeting to last? - Who do you want to be in control of the meeting?  - What do you want the outcome of the meeting to be? Often time there are different expectations between customers & CSMs about what they want to discuss on calls. If we don’t create alignment, calls can go completely off the rails. Sandler Upfront Contract has been a useful approach to tackle. How do you approach it?

6 bad habits that cost CSMs a fortune. As a Customer Success Manager, time is your most scarce resource. It’s one of the toughest challenges to understand how to spend it effectively. Here are 6 things you need to stop doing asap: 1. Resolving customer support tickets 2. Skipping discoveries 3. Avoiding customer conversations 4. Not tracking customer outcomes 5. Re-engaging non-responsive customers 6. Fighting inevitable churn It’s a tough time to be a customer success manager. But at the same time, it’s a golden opportunity to prove your value once and for all. Start by eliminating all the time-wasting activities in your everyday work. PS: Learn more in this episode of my free newsletter https://lnkd.in/d5mFktBB

Time spent with your customers is the game changer for all CSMs. It is the most simple yet effective strategy for building trust and aligning on your value proposition

Today, I continued the Aspireship Customer Success Foundation course. I learned about identifying new opportunities. As a CSM, identifying new opportunities involves running a Customer Objectives Review(COR). COR is a type of business review done at the beginning and ending of a business quarter. To run a COR, the CSM - Need to understand that a business review is not an opportunity to market to the customer but to review if the product or service is meeting customer objectives. - Should make sure reports about any metrics are specific to the business partnership. - Should tailor communication to the customer needs. They should know when and how a customer like to be communicated with. - Should treat time with customer as a gift and should be appreciated. - Should know it's all about the customer's success and not that of the CSM. Thus, understand what's going on with the customer and align that with the value to be provided. #customersuccess #customersuccessmanager #customersuccessmanagement

6 bad habits that cost CSMs a fortune. As a Customer Success Manager, time is your most scarce resource. It’s one of the toughest challenges to understand how to spend it effectively. Here are 6 things you need to stop doing asap: 1. Resolving customer support tickets 2. Skipping discoveries 3. Avoiding customer conversations 4. Not tracking customer outcomes 5. Re-engaging non-responsive customers 6. Fighting inevitable churn It’s a tough time to be a customer success manager. But at the same time, it’s a golden opportunity to prove your value once and for all. Start by eliminating all the time-wasting activities in your everyday work.

Unlocking Customer Success: Winning Trust Through Weekly Check-Ins! Embark on a journey with me as a Customer Success Manager my perspective on turning routine weekly check-ins into a secret weapon for winning customer trust. In the heartbeat of these check-ins was the heartbeat of relationships. It wasn't just about systems; it was about understanding the real pain points of safety managers, forging connections that lasted beyond the next feature update. Each check-in was a treasure hunt, exploring hidden gaps in our value chain. It wasn't just about solving problems; it was about foreseeing them and making our solution indispensable. Weekly check-ins became more than updates; they were our proactive stance against issues. By addressing concerns before they escalated, we didn't just manage problems; we managed to deepen the bond, making customer trust the anchor of our partnership. In one remarkable instance, an $80,000 ARR customer was on the verge of churning. It was the relationship we'd built through those check-ins that turned the tide. Let's dive deeper into the art of winning trust through weekly check-ins! 💬 #customersuccess #trustbuilding #winningculture #customeradvocacy