The Duties of a Customer Success Manager

The Duties of a Customer Success Manager

Customer Success Managers are responsible for developing a positive and trusting relationship with the client. This is a unique role that is a hybrid of customer service and sales.

When keeping up with your customer's value, it is important to communicate with them in a way that has sincerity. The results of your efforts to create value are measured in the customer's perception of that value.

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How frequently should Customer Success Managers call up their customers?

customersuccessbox.com

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Using the customer success software, when a new feature of the product arises, this is a great opportunity to reach out and ask to lend a helping hand.

By doing this, it helps show the feature's value in the initial calls, but don't make this call time consuming because most people don't have the time for that and are likely to not use the feature again.

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It's often difficult and risky to initiate an upsell conversation with a costumer out of the blue. It can be inconvenient and could cause in a loss of trust.

Instead of this, incorporate an upsell conversation into a current commercial engagement like a project renewal or an expansion. This way it won't feel forced or awkward.

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If your customer purchased your product to achieve a particular goal “A” do but they’re currently only using 2 out of 10 of the main features needed to achieve the goal “A”, use your customer success software to compare actions between your customer and users with similar attributes.

You’re already using features 1 and 2. When customers within your same vertical also use feature 3, they’re able to achieve “A” just by expanding their understanding of how to use our product.

Show them a quick win and they’ll be more likely to pick that phone up next time you give them a call.

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Your customer signed up with particular objectives in mind but somewhere along the way they might have forgotten.

If they haven’t reached their desired result, then brainstorm a few ideas to help them achieve their goals with their existing investment.

This makes the conversation have more sense because it invokes trust and lets them know you care enough to not let their investment go to waste.

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Prioritisation is a challenging problem

When building a product, brainstorming ideas, finding ways for improvement, and collecting feedback can result in many good ideas.

However, it can be challenging to prioritise the order in which you tackle those ideas for several reasons:

  • It's more satisfying to work on pet ideas you'd use yourself instead of projects with a broad reach.
  • It's tempting to focus on clever ideas instead of those that impact your goals.
  • New ideas are more exciting than ideas you're confident about.

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RICE: Simple prioritization for product managers

intercom.com

1. Actively vet your leads

Marketing needs to be laser-focused on generating leads that fit your ideal customer profile in order to reduce churn. We do this because it is inevitable that some poor-fit leads will still be generate and passed on to the sales division. 

Questions to guide with vetting:

  • Is your sales team trained and actively encouraged to vet and quickly reject poor-fit leads?
  • Do you have a concrete feedback loop between Sales and Marketing to minimize the generation of poor-fit leads?

Success and support teams should regularly review the sales team's pre-sales qualification and requirements checklist.

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Four Ways to Reduce Churn and Create a Companywide Culture of Customer Success

marketingprofs.com

Difficult customer conversations

Some conversations become difficult due to several factors.

  • It could be due to differences in people's expectations.
  • Miscommunication can contribute to misaligned expectations.
  • Emotions often steer people's conversations. Your customer may have a bad day or get confused.

Most tough situations can be avoided by understanding your customer's expectations and aligning them with the business's goals.

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Difficult customer conversation- How to handle them?

customersuccessbox.com