{"id":3242,"date":"2020-08-27T19:15:37","date_gmt":"2020-08-27T19:15:37","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=3242"},"modified":"2020-08-27T22:21:29","modified_gmt":"2020-08-27T22:21:29","slug":"csmf-customer-success-manager","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=3242","title":{"rendered":"CSMF &#8211; Customer Success Manager"},"content":{"rendered":"<p><a href=\"\/csmf-customer-success-101\/\">&lt; 2 Customer Success 101<\/a> | <a href=\"\/csmf-the-keys-to-being-a-successful-csm\/\">4 The Keys to being a successful CSM &gt;<\/a><\/p>\n<h1>10. What is a Customer Success Manager and its mission?<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511302#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511302#overview<\/a><\/p>\n<ul>\n<li>The person in charge of securing retention and avoiding churn by helping clients achieve their values and goals.\n<ul>\n<li>Objectives<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Mission<\/h2>\n<p><strong>Make sure the client is getting the value they are expecting<\/strong><\/p>\n<ul>\n<li>Reduce churn rate\n<ul>\n<li>Interview: What is the current revenue churn rate?<\/li>\n<li>Increase retention rates &#8211; keep your current customers\n<ul>\n<li>If Churn is good &#8211; Job is to increase retention\n<ul>\n<li>Are competitors offering better deals?<\/li>\n<\/ul>\n<\/li>\n<li>If Churn is bad &#8211; job is to reduce churn rates\n<ul>\n<li>Why are the customers not achieving their desired outcomes?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Ensure clients are meeting their objectives<\/li>\n<li>Always look for Cross-Selling\/Upselling opportunities (Expansion)\n<ul>\n<li>This might be expected of me,<\/li>\n<li>or I&#8217;ll need to enroll the Sales team when these arise.<\/li>\n<\/ul>\n<\/li>\n<li>Increase Adoption\n<ul>\n<li>Guide them through the complexities<\/li>\n<li>If they don&#8217;t know how to use it, they won&#8217;t use it.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h1>11. The skills to being a great CSM<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511308#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511308#overview<\/a><\/p>\n<ul>\n<li>Be Social and Friendly<\/li>\n<li>Helpful and Patient\n<ul>\n<li>People will tell your product is &#8220;bad&#8221;<\/li>\n<li>Find a way to fix it and restore the value\n<ul>\n<li>There may be times when a customer has been sold incorrectly<\/li>\n<li>The product\/service was not intended to meet the desired outcomes of the client<\/li>\n<\/ul>\n<\/li>\n<li>Make sure the desired customer outcomes are never mismanaged<\/li>\n<\/ul>\n<\/li>\n<li>Be a team player\n<ul>\n<li>Work with other teams\n<ul>\n<li>marketing engineering<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Analytical and data friendly\n<ul>\n<li>charts, etc.<\/li>\n<\/ul>\n<\/li>\n<li>Ask open-ended questions\n<ul>\n<li>Get as much information from the client as possible\n<ul>\n<li>What is best? what is worst?<\/li>\n<li>What is most valuable to you?<\/li>\n<li>What would you like to have?<\/li>\n<\/ul>\n<\/li>\n<li>Do not ask if they &#8216;like&#8217; the product or not, but HOW much<\/li>\n<\/ul>\n<\/li>\n<li>Care for the Clients\n<ul>\n<li>The more successful the clients are with the product, the more successful the company will be.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; 2 Customer Success 101 | 4 The Keys to being a successful CSM &gt; 10. What is a Customer Success Manager and its mission? https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511302#overview The person in charge of securing retention and avoiding churn by helping clients achieve their values and goals. Objectives Mission Make sure the client is getting the value they ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=3242\" 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-3242","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\/3242","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=3242"}],"version-history":[{"count":4,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3242\/revisions"}],"predecessor-version":[{"id":3251,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3242\/revisions\/3251"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3242"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3242"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3242"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}