Kaiva Corporation’s Post

𝕭𝖊𝖍𝖎𝖓𝖉 𝖙𝖍𝖊 𝕾𝖈𝖊𝖓𝖊𝖘 Ever wondered what a Certified Customer Success Manager does? Let me take you through my day. My mornings start with email reminders, product updates, renewals, upsell opportunities—each client with their own needs. After organizing priorities, I jump into 𝙥𝙧𝙤𝙖𝙘𝙩𝙞𝙫𝙚 𝙨𝙪𝙥𝙥𝙤𝙧𝙩 reaching out to clients before issues arise. The highlight of my day? 𝐀𝐜𝐭𝐢𝐧𝐠 𝐚𝐬 𝐚𝐧 𝐚𝐝𝐯𝐢𝐬𝐨𝐫. I get to understand my clients' business challenges and align our product to solve their real problems. It’s not just about offering solutions; it’s about driving results. Throughout the day, I review 𝙨𝙪𝙘𝙘𝙚𝙨𝙨 𝙥𝙡𝙖𝙣𝙨, track milestones, and engage clients to keep everyone aligned on business outcomes. 𝙈𝙖𝙣𝙖𝙜𝙞𝙣𝙜 𝙚𝙭𝙥𝙚𝙘𝙩𝙖𝙩𝙞𝙤𝙣𝙨 is key, whether through calls or emails, we ensure we’re on the same page. Finally, I gather 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙛𝙚𝙚𝙙𝙗𝙖𝙘𝙠 and advocate for them internally, constantly refining the experience to bring value. Being a CSM is all about guiding and advocating for success. What does your day look like? #customersuccess #CSM #customeradvocacy

Getting a new main contact at a customer is a beautiful opportunity for CSM's. Spoke to a CSM yesterday who had 2 customers where her main stakeholder had changed and she used this to revamp passive customer relationships. -> At customer 1 she was able to finally get a recurring meeting in the calendar to review their joint business plan. -> At customer 2 she achieved that the customer re-announced to the entire company that all employees could leverage the tech. What she did super well: 1. Be directive towards the new stakeholder in managing a new responsibility. Be clear what you want to achieve and what needs to be done to get there. This persons is coming in blank so it’s your job to steer them to success -> ‘In order to increase adoption we'll need to closely monitor usage of the platform - Let's do a monthly call to discuss next steps based on our reports' 2. Make the new stakeholder shine internally; your solution's success is now their success. -> 'We released a usage based model and now your entire company can leverage our technology; I suggest you send our this email to your colleagues to announce' 3. Re-pitch the solution: this stakeholder was not involved in the buying or onboarding process so they might be coming in blank. So don’t assume they know what value your solution is delivering. 4. Tie it to personal ambitions: Ask how they got assigned to this project (did they choose or were they forced) / what else are they working on? Obviously there’s also risk in getting a new main stakeholder - but if managed proactively it can be a chance to make an impact as a CSM.

From 💬 to 👻...we've all been there! Your partnership started off strong and then silence... for weeks 😅 If you're trying to understand why customers are ghosting you post-sales, it may be time to take a look at your onboarding experience. 👀 What does your kickoff meeting look like? How are you keeping customers engaged? Are you overwhelming them with tasks, links and email threads? It's important not to burn social capital with constant reminders (let the tech do that for you). Instead, focus on quality interactions where you can provide value that is relevant to their individual goals! #customersuccess #customersupport #customercare #csmemes #salesmemes #sales #csm #csat #customerexperience #customers

Thought For February'24 :- Why is a CSM necessary for your business to flourish !!!   Customer Success Management is a concept that focuses on guiding customers, from the sale to subsequent support.   CSM establishes a direct relationship with the consumers and provides value propositions at key moments in the relationship.    CSM serves as a kind of mentoring for customers, since it involves explaining the process to the consumer and ensuring that everything runs smoothly after the service is contracted or the product is purchased.    It's an approach that ensures consumers get the results they want when using a solution. #customerexperience #customersuccess #customersuccessmanager #work #success #teamwork #thoughtfortheday

Join me for 🚀 Starting a 100 Days, 100 Tips for CSMs Series! 🚀 🌟 𝗗𝗮𝘆 𝟭: 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗦𝘁𝗿𝗼𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 🌟 As a Customer Success Manager, fostering strong relationships with our clients is at the core of what we do. Today, let's explore why this is so crucial and how we can excel in this aspect of our role. 🤝 Why It Matters: Strong customer relationships are the foundation of mutual trust and loyalty. When customers feel valued and understood, they are more likely to remain loyal and advocate for your product or service. 🔑 Key Strategies: ▶ Active Listening: Take the time to truly understand your customers' needs, challenges, and goals. Listen actively and empathetically to build rapport and trust. ▶ Proactive Communication: Anticipate your customers' needs and reach out to them before they even realize they have a problem. Proactive communication shows that you're invested in their success. ▶ Personalization: Tailor your interactions to each customer's preferences and communication style. Show genuine interest in their business and industry. ▶ Value Delivery: Continuously demonstrate the value of your product or service by aligning it with your customers' objectives. Help them achieve their goals and overcome obstacles along the way. 🚀 Takeaway: In the world of Customer Success, relationships matter just as much as results. By prioritizing strong customer relationships, we set the stage for long-term success—for both our clients and our company. Join me tomorrow for Day 2, where we'll delve into the art of setting and managing customer expectations! #CustomerSuccess #RelationshipBuilding #CSM #Day1

🔥 Day 19 of 30: Progress Over Perfection! 🚀 It is Day 19 of my Customer Support/Tech Sales challenge, and I am embracing the idea that progress is the real goal—not perfection. 💡 Today’s focus: Celebrating Small Wins. Sometimes the journey feels long, but I have learned to celebrate every step forward—no matter how small. Whether it is a successful follow-up, a satisfied customer, or simply mastering a new skill, those small victories are the building blocks of bigger success. Key Takeaways: Progress matters: Every step forward is a step closer to the goal. Celebrate the small wins: Recognizing those tiny victories keeps the energy high and the motivation stronger. Perfection isn’t the goal: Consistency and steady improvement are the real keys to success. I am embracing the journey, celebrating the wins, and ready to keep pushing forward! 🚀💼 #Day19of30Days #CustomerSupport #TechSales #30DaysLinkedInShowUpChallenge #SmallWins #ProgressOverPerfection #SalesJourney

QOCO Systems Ltd's Customer Success Function is the driving force behind the success stories! What usually happens after the customer signs an agreement with QOCO? 🤝 Initial handover and clarity Once that contract is signed, the QOCO Sales representative and our dedicated teams from Customer Success and Products Functions come together. This meeting ensures that everyone is on the same page and fully understands your unique case. We want the responsibilities within QOCO to be crystal clear, ensuring a seamless customer experience. 📅 Project planning and kick-off Next, the project manager is in contact with the customer’s project manager to agree on the practicalities and to plan the next steps. This includes nailing down the project's timeline, defining the project team, and the project's scope. After the project planning has been done, we initiate the project with an exciting "Kick-off" meeting involving the project team and relevant stakeholders. 👩🏫 Training tailored to you We give hands-on training to our customers, usually onsite at customer premises. This train-the-trainer session covers both general user training as well as administrative training. This enables the customer to train their own employees. ⏳ Project duration The project duration varies based on the customer commitment, requirements, data quality, IT setup and availability of the resources. 🛠️ Overcoming challenges together Our fantastic team overcomes these together with the customer by planning the project well and having regular status meetings to follow up on the progress of the project tasks. 🔄 Post-project support When a project is successfully completed, the responsibility is handed over to our Continuous Services Team. They monitor the software’s performance and take care of alerts and issues experienced by the users. At QOCO, we work in partnership with our customers and are committed to the highest quality standards. 🔗 https://lnkd.in/dUrs_-H7 #customersuccess #customersupport #successjourney

Having a successful renewal process is critical to any business. But who owns it? This is a question I am often asked and my answer is always the same. While a CSM, salesperson, or dedicated renewal team member may quarterback the process, each team that interacts with the customer has a role to play. From Marketing providing engagement content to Finance offering easy-to-understand payment options, each team can contribute to driving a successful renewal. Onboarding/Project Management sets clear timelines, Customer Support addresses technical issues, Legal creates contracts that reduce risk, and Product takes customer feedback to enhance current solutions and develop new ones. And of course, the CSM and Renewals Team play a crucial role in ensuring that the customer's needs are being met and exceeded. Remember, the renewal process is a team sport and everyone has a part to play. #customersuccess #retention

Have you ever worked with a customer who does not have defined goals? This has been a common occurrence during several of my customer meetings and as it becomes more common, I have had to take a step back and approach the meeting differently. I first and foremost like to personalize the meeting introductions/reintroductions and touch on things we have discussed previously. This could be prior conversations about our services or something more personal like their children’s soccer game or their pets. This approach has helped me open the conversation and reassure my customer that I am there for them and activiely listen to their concerns. Now to the nitty gritty of a customer call: discovery questions. A few examples I like to use: 1. What does success look like to you? 2. If we were to speak again in X amount of time, what would you like to see? 3. Who would you suspect to be your largest users and how are they using this product? The most important part of this conversation comes from discovery questions. Yes, I know this can be like pulling teeth, but if done correctly it can lead to a lot of information that can help you help your customers. I would like to open this post up to discovery questions you have asked your customers that have led to measurable and attainable goals. #customersuccess #edtech #csm

**Craft Your Winning Strategy: Program for Success!** The saying goes, "the winner always has a program."  But what does that truly mean? Winners don't just win in projects, they build lasting customer success. Here's the winning formula I've learned through experience: 1. Plan the Play Winners are strategic. They create a well-defined program with clear goals, tasks, and timelines. This ensures everyone's on the same page and working towards a common objective. 2. It's All About Relationships: Project success is just one piece of the puzzle. Winners prioritize building long-term relationships with customers by exceeding expectations. A program is a tool, but clear communication, understanding customer needs, and building trust are the cornerstones of customer success. #projectmanagement 3. Embrace Individuality: Winners recognize that one-size-fits-all doesn't work. They understand every customer is unique and tailor their approach accordingly. This fosters stronger, more meaningful relationships. #winningstrategies So, are you ready to win? Start by crafting a winning program and remember, it's about the journey, not just the destination. #happyclients #customersuccess #customerexperience #Raghavendrapamarthi