John-Paul Scoville’s Post

I had a conversation with a customer success leader today that completely reinforced this message. The issue is that, in customer success, we have a natural empathy and caring nature that makes us susceptible to accepting so much the business throws at us in the name of helping customers (however tenuous the association). Time to take some of our own medicine and challenge whether what we're doing really brings value to us as internal customers or our external customers. Focus your time on things that truly make a difference! In the meantime, I highly recommend following Markus Rentsch for regular, probing customer success insights! Ralf W. Aish Babel Kuini Apineru Jerrard September #customersuccess

The best CSM leaders shield their team from becoming the do-everything department. They are preventing their CSMs from tasks like ⛔️ running product demos ⛔️ handling support cases ⛔️ chasing overdue payments even when it means saying 'No' to the senior leadership. Too many CSMs are wasting their precious time doing all kinds of nonsense. CSM leaders saying yes to everything to please their C-suite will pay the price for it. Because when they get asked "What's the ROI of CSM?" they don't have enough to show forward. All they have are the excuse that their team is busy otherwise. It's not a surprise that many CSM leaders' tenure is rather short. Keep your team focused on delivering, growing and monetizing customer value. PS: Join 5.000+ CS professionals and sign up for my newsletter if you like this post --> https://lnkd.in/dtC7MEjP

🥳🥳🥳 It's here!!! (But it won't be for long) The doors are open for this round of: The Customer Success Leadership Academy ❓ What is it? It’s a step-by-step Customer Success Leadership Coaching and Training Program. Designed to take you by the hand and show you everything you need to become an effective CS leader who transforms departments. No missing steps, no confusion. It’s the quickest and most effective way to get from being undervalued and overworked to an inspiring and effective leader – and still have a life. ❓Who's it for? New or Struggling Customer Success Leaders who want to learn the exact steps to take to build a World-Class Customer Success Department. 🚨 But here's the deal. You could have the best CS Strategy in the world, but that doesn't matter if you can't roll it out at your Company... This is CS you can roll out in the REAL world. 🌍 Even if things aren't perfect... So YES you need impeccable strategy. But you also need to know how to: 👉🏻 PRIORITIZE so you work on the RIGHT things - instead of EVERYTHING. 👉🏻Set KIND BOUNDARIES so you can say "No" when you need to -- without burning bridges or feeling guilty. 👉🏻Work with OTHER DEPARTMENTS so that they see the value of CS and work WITH you instead of dismissing you. 👉🏻Exactly what to communicate to the Executive Leadership Team - and what to leave out! 👉🏻What "Executive Presence" looks like for YOU And that's only scratching the surface... 🔥🔥 Check out the l!nk below to get all the details and apply today. But hurry! DOORS ARE CLOSING February 22nd! Seats are limited, so don't miss the chance to work with me and a group of other CS Leaders to solve your biggest CS struggles and create a department -- and a career -- that you love! #customersuccess #cx #employeetraining

Are you falling into the trap of measuring all of your success off of educational training attendance and course completion rates? There might be a better way! Come listen to Dave Derington and find out!

It's day 1 of the second half of the year.....Are your team's performance metrics where they should be? Imagine a world where your team consistently meets and exceeds their performance goals. At CBS Academy, we've seen firsthand how timely feedback and innovative strategies can transform collector performance. By staying engaged and motivated, your team can achieve real, measurable improvements. We've helped many organizations turn performance challenges into success stories. Curious to see how we do it? Learn more and join the conversation. You can read more at www.cbsacademy.us or feel free to reach out to chat. #CBSCallmodel #MOS #PerformanceImprovement #Leadership #TeamDevelopment

🥳🥳🥳 It's here!!! (But it won't be for long) The doors are open for this round of: The Customer Success Leadership Academy ❓ What is it? It’s a step-by-step Customer Success Leadership Coaching and Training Program. Designed to teach you everything you need to become an effective CS leader who transforms departments. No missing steps, no confusion. It’s the quickest and most effective way to get from being undervalued and overworked to an inspiring and effective leader – and still have a life. ❓Who's it for? New or Struggling Customer Success Leaders who want to learn the exact steps to take to build a World-Class Customer Success Department. 🚨 But here's the deal. You could have the best CS Strategy in the world, but that doesn't matter if you can't roll it out at your Company... This is CS you can roll out in the REAL world. 🌍 Even if things aren't perfect... So YES you need impeccable strategy. But you also need to know how to: 👉🏻 PRIORITIZE so you work on the RIGHT things - instead of EVERYTHING. 👉🏻Set KIND BOUNDARIES so you can say "No" when you need to -- without burning bridges or feeling guilty. 👉🏻Work with OTHER DEPARTMENTS so that they see the value of CS and work WITH you instead of dismissing you. 👉🏻Exactly what to communicate to the Executive Leadership Team - and what to leave out! 👉🏻What "Executive Presence" looks like for YOU And that's only scratching the surface... 🔥🔥 Check out the l!nk below to get all the details and apply today. But hurry! DOORS ARE CLOSING June 6th! Seats are limited, so don't miss the chance to solve your biggest CS struggles and create a department -- and a career -- that you love! #CustomerSuccess #Careerdevelopment #cx

As I continue working as a Customer Success Manager, I have the below learnings from my mentor ✅As customer success professionals, consider shaping your CS function with an “outside-in” perspective. ✅Let data guide your decisions on what to enhance. In today’s landscape, data is more critical than ever. ✅Rather than merely assigning people to problems, focus on data-driven solutions to address issues effectively. 📊💡 #leadership #customersuccess

"Proud to share the successful completion of our Customer Care Skills Workshop, the fourth session of the Leadership Competency Development Program! Our team's dedication to excellence in customer service continues to shine. 🌟 #LeadershipDevelopment #CustomerService"

Spring is the perfect time to sharpen your skills- especially for Frontline Sales Managers. Check out Winning by Design’s courses for spring! OPEN FOR REGISTRATION: 10+ WbD Revenue Academy courses for April! Join 16,000+ GTM professionals from top SaaS companies such as Dropbox, Plaid, and Esper who choose WbD to train their teams — including prospectors, sellers, CSMs, managers, and revenue leaders. Courses open for registration: For Revenue Leaders:  - Revenue Architecture - NEW! Insight Engineering For SDRs: - Prospecting for Impact For AEs: - Selling for Impact For CSMs:  - Customer Success for Impact For Managers: - Managing for Impact - Managing for Leadership  Courses are available across US and EMEA time zones.  For the complete catalog of upcoming courses, see the link in the first comment. 

Here, Myra Golden helps customer service reps accomplish a genuine, human connection with the person you're speaking with by stepping through how to establish rapport within the first few seconds of a customer service interaction. #customerservice #softskills #clientrapport #leadership