{"id":3249,"date":"2020-08-27T22:20:49","date_gmt":"2020-08-27T22:20:49","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=3249"},"modified":"2020-08-27T23:25:25","modified_gmt":"2020-08-27T23:25:25","slug":"csmf-the-keys-to-being-a-successful-csm","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=3249","title":{"rendered":"CSMF &#8211; The Keys to being a successful CSM"},"content":{"rendered":"<p><a href=\"\/csmf-customer-success-manager\/\">&lt; 3 Customer Success Manager<\/a> | <a href=\"\/csmf-process\/\">5 Process &gt;<\/a><\/p>\n<h1>12. What is &#8220;success&#8221; for your client?<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511310#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511310#overview<\/a><\/p>\n<ul>\n<li>Understanding this is the key to my success<\/li>\n<li>Don&#8217;t assume what they want, know exactly what they want\n<ul>\n<li>To do this, you must ask.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>What is Initial success<\/h2>\n<ul>\n<li>Initial success is the first time they use it\/make money off of it.<\/li>\n<\/ul>\n<p>What are the milestones<\/p>\n<ul>\n<li>What will take the customer to the initial success<\/li>\n<li>What is required to show them the value\/potential of the service<\/li>\n<li>The client&#8217;s first feeling of success, not necessarily the true end result<\/li>\n<\/ul>\n<p>Break down the journey into milestones<\/p>\n<ul>\n<li>If they get lost in the process, chance of churn increases<\/li>\n<li>If a customer gets stuck on Milestone 3, when statistics say they should usually be on Milestone 6\n<ul>\n<li>You must fix the equation or you will lose that customer<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>13. Time to first value<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511312#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511312#overview<\/a><\/p>\n<p>Reduce time to &#8220;First Value&#8221;<\/p>\n<ul>\n<li>Can we assist them by helping them market?<\/li>\n<li>Not necessarily the first goal, but a valuable victory.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>14. Understanding and map the whole process from sign-up to becoming a brand ambassador<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511314#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511314#overview<\/a><\/p>\n<p>Compare data &#8211; Who are my happiest customers<\/p>\n<ul>\n<li>Understand how they got there and use that as a roadmap<\/li>\n<li>What was the process for them?<\/li>\n<li>When did they achieve the Milestones<\/li>\n<li>Compare data from those clients and seek clues on what brought them to love our brand?<\/li>\n<li>Once this is manageable data, I can replicate it to other clients.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>15. Reduce the time from sign-up to actual usage, to initial feeling of victory<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511318#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511318#overview<\/a><\/p>\n<h2>Improve the process<\/h2>\n<p>Once each step in the process is understood, you can improve them<\/p>\n<ul>\n<li>Find way to make the process easier<\/li>\n<li>Engage the clients<\/li>\n<li>Ask them<\/li>\n<li>Provide Milestone feedback\n<ul>\n<li>When they reach &#8216;X&#8217; milestone, send them Y email<\/li>\n<li>If they do not reach &#8216;X&#8217;, another action should be taken<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>A good investment<\/h2>\n<ul>\n<li>Offer something that will give them &#8220;warm and fuzzies&#8221; early\n<ul>\n<li>Sign up for this, and will give you training on Z<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><span style=\"color: #339966;\"><strong>They need to feel that if they do not pay for your product or service, that they will end up losing.<\/strong><\/span><\/p>\n<p>&nbsp;<\/p>\n<h1>16. Always show value and focus on the solutions<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511320#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511320#overview<\/a><\/p>\n<p>Always talk in value, benefits, or solutions<\/p>\n<ul>\n<li>Do not think in terms of features<\/li>\n<li>If Features do not provide the tools needed or wanted by the client, you will lose the client.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>17. The basic Reduce Churn<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511324#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511324#overview<\/a><\/p>\n<p>Identify causes of churn<\/p>\n<ul>\n<li>Why do haters hate?\n<ul>\n<li>Call them!<\/li>\n<li>Face them!<\/li>\n<li>Engage them\n<ul>\n<li>Sending a Survey is NOT going to happen.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Identify who is not using the right features\n<ul>\n<li>By now you should know when a client is failing or falling back<\/li>\n<li>Why aren&#8217;t they using the features that will lead them to the feeling of victory?<\/li>\n<li>Attack these right away and make sure they start using them.<\/li>\n<li>Which features create more retention?<\/li>\n<\/ul>\n<\/li>\n<li>Extending Contracts\n<ul>\n<li>Once you get a feel the client is comfortable with the product, sign them up for longer terms<\/li>\n<\/ul>\n<\/li>\n<li>Who is churning\n<ul>\n<li>Size?<\/li>\n<li>Industry?<\/li>\n<li>etc<\/li>\n<li>Why?\u00a0 What is the common denominator?<\/li>\n<li>Focus sales efforts on the best clients!<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; 3 Customer Success Manager | 5 Process &gt; 12. What is &#8220;success&#8221; for your client? https:\/\/www.udemy.com\/course\/customer-success-manager\/learn\/lecture\/4511310#overview Understanding this is the key to my success Don&#8217;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 ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=3249\" 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-3249","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\/3249","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=3249"}],"version-history":[{"count":4,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3249\/revisions"}],"predecessor-version":[{"id":3256,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3249\/revisions\/3256"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3249"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3249"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3249"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}