CSMF – The Keys to being a successful CSM

  Customer Success

< 3 Customer Success Manager | 5 Process >

12. What is “success” for your client?

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511310#overview

  • Understanding this is the key to my success
  • Don’t assume what they want, know exactly what they want
    • To do this, you must ask.

What is Initial success

  • Initial success is the first time they use it/make money off of it.

What are the milestones

  • What will take the customer to the initial success
  • What is required to show them the value/potential of the service
  • The client’s first feeling of success, not necessarily the true end result

Break down the journey into milestones

  • If they get lost in the process, chance of churn increases
  • If a customer gets stuck on Milestone 3, when statistics say they should usually be on Milestone 6
    • You must fix the equation or you will lose that customer

 

13. Time to first value

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511312#overview

Reduce time to “First Value”

  • Can we assist them by helping them market?
  • Not necessarily the first goal, but a valuable victory.

 

14. Understanding and map the whole process from sign-up to becoming a brand ambassador

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511314#overview

Compare data – Who are my happiest customers

  • Understand how they got there and use that as a roadmap
  • What was the process for them?
  • When did they achieve the Milestones
  • Compare data from those clients and seek clues on what brought them to love our brand?
  • Once this is manageable data, I can replicate it to other clients.

 

15. Reduce the time from sign-up to actual usage, to initial feeling of victory

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511318#overview

Improve the process

Once each step in the process is understood, you can improve them

  • Find way to make the process easier
  • Engage the clients
  • Ask them
  • Provide Milestone feedback
    • When they reach ‘X’ milestone, send them Y email
    • If they do not reach ‘X’, another action should be taken

A good investment

  • Offer something that will give them “warm and fuzzies” early
    • Sign up for this, and will give you training on Z

They need to feel that if they do not pay for your product or service, that they will end up losing.

 

16. Always show value and focus on the solutions

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511320#overview

Always talk in value, benefits, or solutions

  • Do not think in terms of features
  • If Features do not provide the tools needed or wanted by the client, you will lose the client.

 

17. The basic Reduce Churn

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511324#overview

Identify causes of churn

  • Why do haters hate?
    • Call them!
    • Face them!
    • Engage them
      • Sending a Survey is NOT going to happen.
  • Identify who is not using the right features
    • By now you should know when a client is failing or falling back
    • Why aren’t they using the features that will lead them to the feeling of victory?
    • Attack these right away and make sure they start using them.
    • Which features create more retention?
  • Extending Contracts
    • Once you get a feel the client is comfortable with the product, sign them up for longer terms
  • Who is churning
    • Size?
    • Industry?
    • etc
    • Why?  What is the common denominator?
    • Focus sales efforts on the best clients!

 

 

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