Taken from a recent class where I discuss Customer Success Plans. First, I cover creating a best of breed account success plan and then discuss low effort but high impact ways of using it.
This webinar covers a topic that many CSMs ignore - how to influence the product roadmap. But, its very important that a CSM focus on working with the Product Management and Development teams collaboratively. I discuss some of the most effective ways to influence the product roadmap in favor of your customers.
There are many checkbox items in the CSM (Customer Success Manager) hiring process. And they are all fine and dandy. But there is only one thing that is often overlooked and it should not be. Ever. Watch the video to find out more!
Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. And when it comes to preventing churn and driving growth, it is necessary for companies to know which customers and users are using their products, how they are using them and to what extent.
This chat addresses the often asked question on how the various functions/titles/teams relate to each other, such as, Customer Experience, Customer Success Management, Customer Support, Sales and Marketing.
Taken from a recent engagement where I discuss Quarterly Business Review and how should a Customer Success Manager approach it for maximum impact.
I discuss the differences in the tools and more importantly business and organizational requirements that favor each of the tools - a question faced by many young growing companies.
Many businesses had to pivot due to the ongoing pandemic and the changes due to COVID19. This video series takes a deeper dive into how this helped transform the Customer Success function in particular but also for other customer facing roles, such as, Customer Support, Sales etc. within an organization. In this part, Shankar talks about the high level considerations and ways to navigate the changes needed to keep existing customers happy and to onboard new customers during the pivot and post pivot.
Some important points discussed.
Customer success is a business model for growth
Design your Customer Success organization for scale
Customer success is a company-wide effort
Metrics can be divided into three main categories.
1) Activity based metrics - such as number of open tickets closed, number of training sessions conducted etc. And these are useful when you plot trend lines. Since a pivot is an inflection point of sorts, the trend lines will not be very useful.
For other 2 types watch the video.