David McHardy’s Post

Life in Customer Success has changed dramatically in the past 1.5 years. Here are 10 tenets to succeed as a CSM in 2023 and beyond based on market requirements: 1. Run in-depth discoveries to understand your customer needs. 2. Follow up regularly to prevent customers from leaving the success path. 3. Build the subject knowledge to actually qualify as an advisor. 4. Measure customer success the way your customers do. 5. Deliver every piece of content and service with a specific goal in mind. 6. Ask for feedback on whether customers were able to implement their learnings. 7. Build customer success plans based on what the actual customer journey looks like. 8. Understand why your customers churn to prevent it from happening over and over again. 9. Demonstrate value at every opportunity to every stakeholder. 10. Scale your inputs only when proven to work accurately and repeatedly. 𝑻𝒉𝒐𝒔𝒆 𝑾𝒉𝒐 𝑫𝒐𝒏'𝒕 𝑳𝒐𝒔𝒆 𝒊𝒏 𝒕𝒉𝒆 𝑴𝒊𝒏𝒅 𝑨𝒓𝒆 𝑵𝒆𝒗𝒆𝒓 𝑫𝒆𝒇𝒆𝒂𝒕𝒆𝒅.

Customer Success Hacks, Tip of the Day # 3 👇 Imagine a life where dedication isn't just a choice—it's woven into the fabric of our being. Now, bring that same dedication into the realm of customer success. It's about infusing every interaction, and every innovation with an unparalleled commitment to excellence. When dedication becomes our lifestyle, success isn't just a goal—it's inevitable. So, let's dare to be different, to think differently, and to approach customer success with the same passion and precision that defines us. Because when dedication drives us, there are no limits to what we can achieve. ________________________________________ 𝕊𝕖𝕒𝕞𝕝𝕖𝕤𝕤 𝕊𝕦𝕔𝕔𝕖𝕤𝕤 - 𝕨𝕙𝕖𝕣𝕖 𝔸𝕃𝕃 𝕚𝕤 𝕔𝕠𝕟𝕟𝕖𝕔𝕥𝕖𝕕© 𝘐 𝘩𝘦𝘭𝘱 𝘣𝘶𝘴𝘪𝘯𝘦𝘴𝘴𝘦𝘴 𝘢𝘤𝘩𝘪𝘦𝘷𝘦 𝘭𝘢𝘴𝘵𝘪𝘯𝘨 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘭𝘰𝘺𝘢𝘭𝘵𝘺 𝘢𝘯𝘥 𝘴𝘶𝘴𝘵𝘢𝘪𝘯𝘢𝘣𝘭𝘦 𝘨𝘳𝘰𝘸𝘵𝘩 𝘣𝘺 𝘵𝘳𝘢𝘯𝘴𝘧𝘰𝘳𝘮𝘪𝘯𝘨 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘚𝘶𝘤𝘤𝘦𝘴𝘴 𝘪𝘯𝘵𝘰 𝘢 𝘤𝘰𝘮𝘱𝘢𝘯𝘺-𝘸𝘪𝘥𝘦 𝘧𝘰𝘤𝘶𝘴. Find my CSM all-in-one WorkOS - Notion Template here: https://lnkd.in/dCxN2wm5

Why do tech companies need to prioritize customer success? Our Customer Success Manager, Jamie Poholko, explains: "If your product doesn’t have or isn’t providing value to the customer, there’s no reason for you to be there. That’s a critical piece. The objective of a customer success manager is to make sure the customer is always seeing value from your offering – whether it’s hardware or software. The basis of success is building bridges, connecting with people, and understanding how the product is providing value." To learn more about Jamie’s outlook, check out the full article here: https://bit.ly/4509mAQ More behind-the-scenes perspectives from our team are on the way, so stay tuned!

It's tempting to blend customer support and customer success teams into one entity since they share common goals. Yet, defining customer support and success with clear roles offers enhanced alignment and clarity. Delve into their unique offerings to define how you can complement your customer support and customer success teams → https://lnkd.in/gfpwpnEd

🚀 Elevate Your Customer Success Game! 🚀 Looking to supercharge your customer success strategies? Here are three key tips to ensure your customers keep coming back for more: 1️⃣ Listen, Listen, Listen: Understand your customers' needs by actively listening to their feedback. Whether it's through surveys, support tickets, or social media, paying attention to what your customers are saying will help you tailor your approach and exceed their expectations. 2️⃣ Personalize the Experience: Treat every customer as unique. Personalization goes a long way in making your customers feel valued. Leverage data and insights to tailor your interactions and offerings to each individual customer. 3️⃣ Educate and Empower: Empower your customers with the knowledge and tools they need to succeed. Offer educational resources, tutorials, and best practice guides to help them maximize the value of your product or service. By incorporating these three tips into your customer success playbook, you'll be well-equipped to build lasting relationships with your customers and drive sustainable business growth. 💫

How to find a customer success manager, well, here's the answer.

A lot of customer success professionals - and their companies - have lost the plot on CS. Customer success isn't an org Customer success isn't a strategy Customer success isn't a CSM Customer success is making the answer to the question: Are your customers successful? = YES YES YES. Those customers don't care if you have an org, a strategy, a team model or high touch model, whatever. They care about their success. Stop obsessing about red tape and start obsessing about the customer. #customersuccess

Becoming a Master at Customer Success: A 3-Month Challenge Transform your approach to customer success and watch your professional growth soar by embracing these 10 essential strategies over the next 90 days. Commit to this customer success blueprint, and after three months, you'll likely notice a significant impact on your effectiveness as a Customer Success Manager.

What does Customer Success actually mean though? 🤔 Well it's not in the dictionary but it's generally defined as a method for ensuring customers reach their desired outcomes when using an organisations product or service. ✅ Ok.... but I think it's so much more than that! Customer Success to me means - 💥 Listening communicating effectively - really understanding what the customers goals are, short term and long term and talking through how we get there together 💥 Being curious - asking the right questions so we can provide the right plan for training/support - and this looks different for every customer 💥 Building strong relationships by being empathetic, patient and actually speaking to our users as feedback is king What does customer success mean to you? 🤩