Salesforce’s Post

It's easy to get overwhelmed by Customer Success, especially early on in your career. So many techniques, tools, processes and guides to follow, but sometimes its good to get back to basics: Customer success is a science but it's not rocket science. There are a few simple things you can do to improve your customer success efforts: Get to know your customers. What are their needs and goals? What are their pain points? 🤔 Set clear goals and expectations. What do you want your customers to achieve with your product or service? 🎯 Provide regular support and training. Help your customers learn how to use your product and get the most out of it. 📚 Be proactive and responsive to customer feedback. Don't wait for customers to come to you with problems. Be proactive and reach out to them to see how they're doing. 👂 Go the extra mile. Do the little things that make a big difference such as following up on a support ticket quickly. 🏃♀️🏃♂️

The shortest Customer Success Masterclass ever 👇 The only way to keep a customer forever? And the first line of defense against surprise churn? Understand them. (It's a basic human need - to be heard and understood, and your customers are no different.) Understand their BIGGEST priorities, challenges, perceptions (or mis-perceptions) of your solution - and of course their desired outcome. How? ↳ Ask non-cliche questions they aren’t expecting ↳ Ask disruptive questions that open them up ↳ Start with a quiet mind ↳ Make them feel heard ↳ Don’t talk at them ↳ Stop interrupting ↳ Stop using so many slides slides ↳ Let them talk ↳ Let them talk ↳ Let them talk ↳ STFU (Silence Til You Fully Understand) And if you don’t, then… ↳ They won’t reveal their priorities ↳ They won’t reveal their challenges ↳ They won’t reveal how they perceive your solution ↳ You won't uncover what's MOST IMPORTANT to THEM And when that doesn’t happen, you can’t position your product correctly. p.s. If your customers aren’t engaged and opening up, I help CS teams solve that problem with more strategic customer conversations. If you’re a CSM, click my profile link to learn how.

"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." What does customer success mean to PPO's Customer Success Manager, Jamie? Jamie talks about his experience working with customers on our website: https://bit.ly/4509mAQ

Everyone in Customer Success talks about becoming a trusted advisor. But the truth is that many CSMs are not even close. Because they don't have the right - mindset - approach - data (yes, that matters too) You don't become a trusted advisor by - checking in once a month - pointing customers to generic content that does not solve their problem - talking about stuff customers don't care about during your QBRs What you need to do instead: - asking questions to understand your customers' needs - creating customized success plans - scheduling follow-ups to ensure their progress - treating QBRs as strategic meetings to discuss results, plan the next steps, and get feedback - showing that you really care about their success by going the extra mile if necessary Becoming your customers' trusted advisor has to be earned. Act accordingly. PS: Learn how to get there faster in the newest edition of my newsletter https://lnkd.in/dY54Qz2X

🚫Customers should not be hounded by weekly check-ins!🚫 Gone are the days of incessant follow-ups and intrusive communication. Instead, we must focus on fostering a culture of customer-centricity, where we prioritize their preferences and needs above all else. Here are a few thoughts on why this approach matters: 1️⃣ Empathy over Intrusion: Our customers deserve to be treated with empathy and understanding. Bombarding them with weekly check-ins can feel overwhelming and intrusive. By giving them space to breathe and engage on their terms, we create a more comfortable environment for meaningful conversations. 2️⃣ Respect for Their Time: Time is a valuable resource, and we must respect that. Rather than filling their inboxes with constant messages, let's provide them with helpful resources, valuable content, and personalized solutions that add genuine value to their lives. 3️⃣ Building Trust and Loyalty: Trust is the foundation of any successful business relationship. When we demonstrate that we trust our customers to reach out when they need assistance, we earn their trust in return. This trust leads to increased loyalty and advocacy for our brand. 4️⃣ Optimal Communication Frequency: Finding the right balance in communication frequency is key. Weekly check-ins may be necessary for certain time-sensitive projects, but for many cases, a well-timed monthly or quarterly update can be more effective and appreciated. 5️⃣ Personalization Matters: Quality over quantity should be our mantra when engaging with customers. Personalizing interactions based on their preferences, past interactions, and needs can create a more meaningful and memorable experience. Thanks Markus for bringing this much less talked about aspect of Customer Success. Share your thoughts on striking the right balance between staying connected and respecting customer boundaries. #customerexperience #customersuccess #customerengagement #customersuccessmanagement #engagementstrategy

6 bad habits that cost CSMs a fortune. As a Customer Success Manager, time is your most scarce resource. It’s one of the toughest challenges to understand how to spend it effectively. Here are 6 things you need to stop doing asap: 1. Resolving customer support tickets 2. Skipping discoveries 3. Avoiding customer conversations 4. Not tracking customer outcomes 5. Re-engaging non-responsive customers over and over 6. Fighting inevitable churn It’s a tough time to be a customer success manager. But at the same time, it’s a golden opportunity to prove your value once and for all. Start by eliminating all the time-wasting activities in your everyday work. PS: Level up with my free newsletter --> https://lnkd.in/dtC7MEjP

Ah, the glamorous life of a Customer Success Manager: While others chase after fame, I'm busy chasing renewals. Until next time, share what you are doing. What's working for you and what's not working? ……………………………………. PS: Wanna become better at customer success - retain, grow and help your customer, visit--> https://successguardian.in #cco #customersuccess #customerretention

According to our 2023 Salary Report where we surveyed customer success professionals far and wide, certified CS professionals earn on average $6,431 more than those who haven't got a certification. 🤑 So if you're looking to boost your earnings in 2024 then you may want to add customer success certification to your to-do list. 🧑🎓 Customer Success Certified: Core has been created with the cumulative knowledge and experience of our community, as well as experts from the likes of LinkedIn, RingCentral, Intercom, Askable, and more. After eight modules, you'll walk away understanding how to create a customer-centric success strategy, and make metric-driven decisions, as well as a plethora of resources such as templates and frameworks you can implement the very next day. Start the year with your best foot forward. 👣 https://lnkd.in/dk-c9_dQ

How to find HUNDREDS of Customer Success jobs that are NOT on LinkedIn 👇 If you're curious about transitioning into customer success, check this out: www.noahmlittle.com

First Time, First Job in Customer Success? I wrote this ultimate guide for you: 👉 https://lnkd.in/dx7gijs3 #customersuccess