Lunas Consulting’s Post

Customer Success has the potential to generate revenue for your organization and contribute to long-term growth. However, for this to happen, CS needs the resources, tools, and knowledge to proactively serve customers. For this, we turn to Customer Success Enablement, a division of CS dedicated to providing Customer Success Managers with everything they need to be most effective in their roles. But how do you measure CS Enablement efforts and assess their effectiveness? Learn more about evaluating and measuring Customer Success Enablement on the SuccessCOACHING Blog: https://lnkd.in/guap4MzV #customersuccess #customersuccessmanager #successcoaching

When was the last time your C-Suite team met with your customer-facing individual contributors? Here’s why I ask: some of the best ideas for solving problems come from the people closest to the action—Customer Success and Support teams. These teams are in the trenches, talking with customers daily, and gathering insights you won’t find in reports. Post-sale, what do customers care about most? Quality and delivery. Is the product doing what was promised? Is it delivered in a way that makes life easier? CSMs and Support teams know the answers because they hear it firsthand. They know if the contract renewal process is frustrating (and maybe driving unnecessary churn, yikes!). They know why adoption rates on that shiny new feature aren’t skyrocketing, and I’d bet they have a few solid ideas on how to fix it. Instead of relying solely on top-down strategies, imagine what could happen if we tapped into the expertise of our frontline teams. They’re perfectly positioned to see what’s working and what needs a little adjustment—and often, their insights are the key to solving problems that directly impact customer success. By empowering our frontline teams to share their perspectives, we not only improve the customer experience, but we also create stronger connections across the company. Listening to the people who know customers best is how we make meaningful change.

🚨 The Customer Success Workspace is officially in Public Beta! 🚨 Service Hub Pro & Enterprise customers can now setup a dedicated workspace for Customer Success/Account Managers. You choose what object they own (yes, you can use a custom object!), what property represents ownership, and what property represents the customer renewal date 🚀 Learn more here: https://lnkd.in/eQ8gbYMh #hubspotcrm #customersuccess

Customer Success plays a vital role in achieving desirable customer outcomes, and the work of CS teams is inherently tied to organizational success. For Customer Success to excel in these goals, it needs to be equipped with the necessary tools, skills, and resources. If your company is just beginning its Customer Success enablement journey, check out the latest blog article for practical advice on how to get started: https://lnkd.in/gG-cCDvC #customersuccess #customersuccessmanager #successcoaching

Are you contemplating the establishment of an enablement team in your organization and experiencing uncertainties? Look no further! Delve into key insights from Sisira Mallampalli, Manager of Customer Success Enablement & Training at Whatfix, as she unveils how to gauge your company's readiness for a CS enablement team  and the essential factors to consider. Explore more here: https://lnkd.in/gHA9mxPD   #CustomerSuccess #EnablementInsights

Wondering if it’s time to form a Customer Success (CS) enablement team in your company? In this Deep Dive, Sisira Mallampalli, Manager of Customer Success Enablement & Training at Whatfix, tells you how to recognize your company's readiness for CS enablement and the crucial factors to take into account when making the decision. Discover more here: https://lnkd.in/gHA9mxPD #CustomerSuccess #CustomerSuccessEnablement

Customer success goes beyond solving issues—it's about knowing what our customers need before they do. Check out what three of our customer success ASEAN leaders have to say about this crucial strategic role at Salesforce, and why they love it so much: https://sforce.co/4dpNBi1

Strategic Inquiry: Elevating Customer Success Through the Art of Asking Thoughtful Questions In the ever-evolving landscape of Customer Success Management, the mastery of strategic questioning emerges as a cornerstone skill. The profound impact of asking insightful questions cannot be overstated—it guides us through the intricacies of client needs, fostering proactive solutions, and strengthening the client-provider partnership. As Customer Success Managers, our ability to navigate complexities and tailor solutions hinges on our capacity to extract pertinent information through thoughtful inquiry. Are you ready to transform your approach to Customer Success through the power of strategic inquiry? #CustomerSuccess #StrategicInquiry #ProfessionalGrowth #ClientPartnership

Building and nurturing a strong customer success strategy. Here are the top crucial strategies for developing a powerful customer success team. In lean times, maintaining strong customer relationships becomes even more vital. Here’s how to ensure your customer success strategy drives real value: Become an Expert: Ensure your Customer Success Managers (CSMs) are product experts, capable of providing confident, efficient guidance to customers. Create a Success Matrix Core: Define and benchmark what success looks like for your customers. Use KPIs to track progress and measure the impact of your product. Listen and Act on Feedback: Engage with customers to understand their needs and challenges. Use their feedback to enhance support and value. Read on for more: https://heyor.ca/Vsromo #CustomerSuccess #CustomerExperience #BusinessStrategy #ClientRetention

Customer success is not a cost center – it's a growth driver. 📈 But proving the value of CS efforts requires more than just anecdotes and good vibes. Leverage data and metrics to quantify the impact of customer success on post-sale outcomes: 💰 Achieved customer outcomes results in retention 📈 Measuring impact against baseline is proof of value 💡 Recurring impact = Recurring revenue By showcasing the tangible ROI of customer success, you can build a compelling case for increased investment and collaboration with product teams. Numbers talk – use them to prove the strategic importance of CS in driving post-sale growth. What metrics do you use to quantify the value of customer success? 📊