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47. Wrap Up
https://www.udemy.com/course/essential-customer-success/learn/lecture/20244470#questions
What is Customer Success
- Customer Success Manager is a ROLE
- Customer Success Management is a discipline
- Customer Success is a principle the whole company should support
What is involved
- How to articulate customer outcomes
- To sustain relationships in complex organizations
- Analyze, manage and improve adoption
- Never miss an opportunity for a customer to see new value through expansion
- Ensure I am organized in a way customers can feel confident that they are being supported by a great professional CSM
Skills
- Measure, analyze and understand Customer Health
- Take action ahead of the renewal and be confident it will make a difference to retention
- Systematically detect and progress expansion opportunities
- Prioritize time on the right activity, but the right customer at the right time.
- Plan, structure and lead customer meetings with confidence.
- Plainly explain and communicate customer outcomes (the benefits and value the customer receives from our service)
- Inside my organization
- With the customer
- Build sustainable, manageable and professional relationships with my customers
- These will build their confidence in me and my organization
- Proactively plan and work towards expansions rather than react.
- This must be driven by customer need
- Not the need to cross-sell up sell.
- Plan each working day through adoption patterns and retention approaches
- Identify red flags in a customer relationship and deal with them.
- Organize my time effectively
- Segment my customer portfolio
- Prioritize time where I can make the biggest difference.
- Interact with my customers professionally
- Represent my customers inside my own organization
- Work and collaborate with product engineering, marketing, sales and others
- In a way that supports them and me.
48. In a Nutshell
https://www.udemy.com/course/essential-customer-success/learn/lecture/21751578#questions
This has been uploaded to my cloud. Might put this on AWS if I think about it.