Revenue.io’s Post

Check out the "Periodic Table of Customer Success" https://lnkd.in/g5aqeXU8 by Customer Success Collective, a vital tool for those in CS. It simplifies the discipline for team alignment and onboarding, benefiting the entire organization's approach to customer experiences and growth. In Customer Success, "E1 - Customer Empathy" is crucial. Leading CS teams, I've seen how empathy and technology, especially AI, can transform customer relations. Here are three tips for integrating empathy and AI into your strategy, beneficial internally and externally: 1. Listen Actively with AI: Use AI tools to analyze customer feedback, understanding context and emotions beyond words. 2. Personalize Your Approach: AI can help tailor solutions to each customer's unique needs, demonstrating genuine care. AI can help identify what is needed for each customer. 3. Foster a Culture of Empathy with Tech Tools: Utilize technology for training and real-world scenarios to deepen your team's customer perspective. Empathy, combined with AI and technology, is a strategic asset for increasing satisfaction, loyalty, and business success. Any tips you have? #customersuccess #aiandproductivity #leadership #ai

“You need two sets of skills to be successful as a CSM. First, be the expert in your business and product space that your customers can count on. Second is about organizational and soft skills – you've got to be on top of things and present yourself in a way that inspires confidence.” Actionable advice for CSMs from Ben Saitz, CCO at Netskope, an industry leader with 20+ years of experience across diverse sectors, from digital agencies to global tech giants like Google. In Episode 11 of our Debunking Myths blog series, Ben dispels a CS myth (“Customer Success is a catch-all for things that don't neatly fit into other functions”), shares actionable advice for CS professionals, and his perspective on how AI will impact CS . Read on! https://lnkd.in/gUP9gCyg

Digital customer success is about much more than implementing tools; it's about crafting meaningful, timely interactions that guide customers effectively through their journey with your product or service. Check out Alex Turkovic's article in which he writes about meaningful interactions and digital customer success. Specifically, he covers: ▶How to integrate digital strategies with broader customer success ▶The trick of balancing both human and technological elements ▶The pivotal role of generative AI ▶Adopting digital tools to streamline processes ▶Delivering high-touch service at scale ▶Identifying the “digital customer success sweet spot” https://lnkd.in/gu4EE84j #digitalcustomersuccess #customersuccess #generativeai #automation #scale

Customer Success/Client Success Folks - I have a few quick questions: 1. What is critical to your CS role, but you wish the most you could do more quickly or efficiently? ⏰ I'm looking for the areas where you could save the most time. 2. What would be a significant help to your role, but you just don't have an efficient way to do? 📈 I'm looking for places where automation/AI could have the biggest positive impact. 3. What would you NOT do any other way? Things you would *not* want to change, or that absolutely require the time and personal attention? I have my own opinions on each of these, but want to take it to the industry broadly to make sure I'm not off-base. Thank you in advance for the time, and shout-out to SlideModel for the graphic, and excellent CS setup guide! https://lnkd.in/dEz2cxHQ #CustomerSuccess #CustomerExperience #CSM #CX #CustomerSuccessTraining #CustomerSuccessManager #ClientSuccess #Research #MarketResearch #Automation #AI #ClientSuccess #ClientSuccessManager

The Scale + CS Summit is bringing together the top minds in customer success to help answer the question: how should customer success teams be approaching scale?   Join me and a panel of experts for this virtual summit, and gain access to sessions around everything “scale” from how teams can do more with fewer people and resources, to how teams can better support all of their accounts (big & small) as they grow. This panel discussion will explore the potential of generative AI (GenAI) in scaling customer success (CS) teams, operationalizing for scale, improving client experience, and reducing friction points. The discussion will focus on the following key areas: 1. Understanding GenAI Literacy: Ensuring that customer success managers (CSMs) have a solid grasp of the fundamentals of AI and GenAI, as well as broader industry trends, to effectively leverage these technologies in their work. 2. Exploring Customer Success AI Tools: Examining AI-powered tools that can assist CSMs in note-taking, task list creation, automation, template generation, content creation, and integration with a single source of truth. 3. Scaling CS Teams with a Customer-Product Centric Approach: Discussing the importance of aligning customer needs with the product experience, and transforming CS teams into an extension of the product team through customer feedback mechanisms, continuous experimentation, data leveraging, and personalization of the in-product experience. 4. Structuring, Automating, and Standardizing CS Operations: Exploring the three key aspects of scaling CS teams: proper structure (organization, roles, segmentation, and engagement models), systems and automation (leveraging data, digital CS, and AI tools), and repeatable processes (scaling human playbooks with well-defined processes, templates, and training). 5. Operationalizing CS Teams for Efficiency and Scale: Examining best practices for optimizing CS team operations, including workflow automation, resource allocation, performance measurement, and continuous improvement strategies to ensure efficiency and scalability. The panel aims to provide valuable insights and strategies for CS teams looking to harness the power of generative AI to scale their operations, enhance client experience, and reduce friction points. Honored to be joined by some of the best in their respected fields: Rodrigo F. Irit Eizips Christine Naidu and Harita Salvi, CCSM, PMP

Looking to take your customer success game to the next level? ✨ Our latest blog, Empower Customer Success with HubSpot’s AI-Powered Service Hub, breaks down all the new tools designed to help you scale support and keep your customers engaged. Here’s what you’ll discover: 👉 A before-and-after look at HubSpot’s Service Hub 👉 New Help Desk & Customer Success Workspaces 👉 AI-powered chatbots for 24/7 support 👉 Proven strategies to boost customer retention Whether you’re managing a growing customer base or just want smarter ways to streamline support, we’ve got you covered. HubSpot’s Service Hub is here to empower your team and drive results. Check out the full post ⬇️ and find out how to level up your customer success strategy! https://hubs.li/Q02QVJBF0 #CustomerSuccess #HubSpot #AI #ServiceHub #Retention #BusinessGrowth

"58% of customers said they would switch brands for a better customer service experience." SuccessCOACHING offers a few callouts for how Customer Success is continuing to evolve this year. - Of course, AI - Teams are becoming more operationally sophisticated to achieve personalized, scalable, diverse interactions. This means looking at higher budgets for purposeful tools and people with skills to support. - Continuing the shift to Advocacy and growth - Customer Success is no longer about just retention and satisfaction. This could mean needing to upskill the team to keep up with the ability to drive customer advocates and expansion. - More alignment cross functionally - Customer Success has been very aligned with Sales and we're seeing increased collaboration with Marketing and Product over time. This has also led to an increase in Chief Customer Officers with new team formats. https://lnkd.in/deNmSuU8 #customersuccess #ai

In 2024, the landscape of customer success is shifting from reactive support to a proactive, engagement-driven approach. Discover how integrating AI with a personal touch can transform your customer interactions, fostering deeper relationships and driving growth. Ready to redefine your strategy? Dive into our latest blog for actionable insights - https://lnkd.in/gS4EJ9N6 #CustomerSuccess2024 #AIIntegration #ProactiveEngagement #CreateGrowth

How is automation evolving in customer success? What can we expect in 2024? In 2023, we heard a lot of "doing more with less" and how the introduction of AI is going to change how we work with customers. Automation is already an integral part of customer success. As innovations and applications are rapidly evolving in 2024, what changes do we anticipate? 🤖 Here are some of the key trends that will shape automation in 2024. Comment below your thoughts! https://lnkd.in/gCE78-sw

An interesting read with spot-on insights on the transformative impact of Knowledge Management (KM) in customer service. In today's digital age, where consumer expectations are sky-high, having a robust KM strategy has become a mainstay. With #AI #technologies and vast #customer #data at our disposal, companies can no longer afford to overlook the immense value KM brings to the table. Think about it. Nobody enjoys being bounced around between agents or sifting through endless FAQs for a simple answer. KM changes the game by making information readily available, both to customers and employees. This means faster resolutions, fewer repeat calls, and a better overall experience. Especially with the rise of remote work, I believe having a solid KM system in place is a lifesaver. It ensures #employees can find what they need without having to ask around, keeping service levels high no matter where they are working from. This shift will not only improve metrics like first-call resolution and average handle time but also boost overall customer satisfaction. A knowledge management strategy is undeniably the backbone of great customer service. #customerservice #clientservice #knowledgemanagement #strategy #strategicmanagement #mrx #marketresearch