Learn more about leadershipandmanagement with this collection
How to balance flexibility and structure in a hybrid team environment
Understanding the challenges of managing a hybrid team
How to maintain team cohesion
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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When there is Unachieved Desired Outcome of Product
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 ha...
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When Introducing a Complementary Feature
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’r...
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When an opportunity for an upsell arises
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. Th...
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When there is a New Feature of Product/Solution
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 ...
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The Customer's Journey
- When we get a new customer to set up and optimize on a product we call this onboarding
- Escalations happen when we address the issues that flows over the scope the mainline customer service
- For the products that have a fixed but renewable rela...
Paradigm Shifts Of the 21st Century
Management is essential in any type of organization, be it a church, school or business. Managers play a vital role in organizing their teams/resources to suit the task at hand, bringing out the best in each person, and figuring out how to create the greatest customer value across the en...
Create a customer service quality rubric
A rubric is a list of criteria that you can measure a customer service answer against.
A rubric might include these areas:
- Voice, tone, and brand: Does the answer feel like it comes from our company?
- Knowledge and ac...
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