{"id":3216,"date":"2020-08-24T19:26:53","date_gmt":"2020-08-24T19:26:53","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=3216"},"modified":"2020-08-24T22:58:14","modified_gmt":"2020-08-24T22:58:14","slug":"ecs-bringing-it-all-together","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=3216","title":{"rendered":"ECS &#8211; Bringing It All Together"},"content":{"rendered":"<p><a href=\"\/ecc-customer-success-metrics\/\">&lt; 7 Customer Success Metrics<\/a> | <a href=\"\/essential-customer-success\/\">Home<\/a> | <a href=\"\/ecs-apropos-of-something\/\">9 Apropos of Something &gt;<\/a><\/p>\n<p><span style=\"color: #339966;\"><strong>89% Complete!<\/strong><\/span><\/p>\n<h1>47. Wrap Up<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20244470#questions\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20244470#questions<\/a><\/p>\n<h2>What is Customer Success<\/h2>\n<ul>\n<li>Customer Success Manager is a ROLE<\/li>\n<li>Customer Success Management is a discipline<\/li>\n<li>Customer Success is a principle the whole company should support<\/li>\n<\/ul>\n<h2>What is involved<\/h2>\n<ul>\n<li>How to articulate customer outcomes<\/li>\n<li>To sustain relationships in complex organizations<\/li>\n<li>Analyze, manage and improve adoption<\/li>\n<li>Never miss an opportunity for a customer to see new value through expansion<\/li>\n<li>Ensure I am organized in a way customers can feel confident that they are being supported by a great professional CSM<\/li>\n<\/ul>\n<h2>Skills<\/h2>\n<ul>\n<li>Measure, analyze and understand Customer Health<\/li>\n<li>Take action ahead of the renewal and be confident it will make a difference to retention<\/li>\n<li>Systematically detect and progress expansion opportunities<\/li>\n<li>Prioritize time on the right activity, but the right customer at the right time.<\/li>\n<li>Plan, structure and lead customer meetings with confidence.<\/li>\n<li>Plainly explain and communicate customer outcomes (the benefits and value the customer receives from our service)\n<ul>\n<li>Inside my organization<\/li>\n<li>With the customer<\/li>\n<\/ul>\n<\/li>\n<li>Build sustainable, manageable and professional relationships with my customers\n<ul>\n<li>These will build their confidence in me and my organization<\/li>\n<\/ul>\n<\/li>\n<li>Proactively plan and work towards expansions rather than react.\n<ul>\n<li>This must be driven by customer need<\/li>\n<li>Not the need to cross-sell up sell.<\/li>\n<\/ul>\n<\/li>\n<li>Plan each working day through adoption patterns and retention approaches<\/li>\n<li>Identify red flags in a customer relationship and deal with them.<\/li>\n<li>Organize my time effectively\n<ul>\n<li>Segment my customer portfolio<\/li>\n<li>Prioritize time where I can make the biggest difference.<\/li>\n<\/ul>\n<\/li>\n<li>Interact with my customers professionally<\/li>\n<li>Represent my customers inside my own organization<\/li>\n<li>Work and collaborate with product engineering, marketing, sales and others\n<ul>\n<li>In a way that supports them and me.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>48. In a Nutshell<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/21751578#questions\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/21751578#questions<\/a><\/p>\n<p>This has been uploaded to my cloud. Might put this on AWS if I think about it.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; 7 Customer Success Metrics | Home | 9 Apropos of Something &gt; 89% Complete! 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 ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=3216\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[],"class_list":["post-3216","post","type-post","status-publish","format-standard","hentry","category-customer-success"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3216","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3216"}],"version-history":[{"count":5,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3216\/revisions"}],"predecessor-version":[{"id":3225,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3216\/revisions\/3225"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3216"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3216"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3216"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}