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Art by: Josephine Rais
It's typical for customer success teams to view customers as tickets to solve rather than people. Most of the metrics used to evaluate CS teams are based on things like:
Now, I'm not saying don't track that stuff, because it's important. Numbers help managers improve the effectiveness of a CS team.
But you must focus on giving value.
Treat each customer as a human being first, customer second. Don't pretend to have all the answers. Just make them feel that you care, and will go to great lengths to help.
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MORE IDEAS ON THIS
Art by: Iryna Korshak for Netguru
Shut up and listen - it might just be the kindest thing you can do. When it comes to helping other people, especially in business, let them talk.
Everybody has...
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7 reads
Art by: Ryan Vatzlavick
"Let me ask my manager and get back to you..." This sucks.
Leaders of CS teams must empower CSMs with a range of things they are authorized to offer unhappy customers.
Some examples include:
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13 reads
Art by: Keith Lowe
Hungry people are not happy people. I learned this more than 25 years ago while waiting tables in a Mexican restaurant.
The customer might not always be right, but helping them succeed means actually caring about the va...
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27 reads
Art by: Roberlan Borges Paresqui
Surprise a customer with something delightful and the effect is magical. It takes very little to do this, but it has very big returns.
Here are a...
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13 reads
Art by: Sergey Deykin
Lists of customer success tips can provide some great insights. But use them as your starting point.
Every business has different needs, depending on what you sell, how you sell it and to whom. Being responsive and f...
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12 reads
CURATED FROM
Customers are human beings. When we make every effort to give them the most value we can success is sure to follow.
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