How's your team covering the bases emotionally at each stage of the customer journey? We'll email you the spreadsheet at your address below!
One of the things that I wish I had done better in my early days as a SaaS Customer Success VP.
Is help my team have better conversations with customers to drive value outcomes.
The problem was that each CSM was great at delivering one type of meeting, but generally lacking in another.
Our CSM best at onboarding was terrible at expansions, and our best CSM at escalations didn't know how to handle a renewal.
The best tips? Keep a neutral facial expression and your enthusiasm level down in an escalation, the customer is in pain and doesn't want to hear it.
Be super confident in an EBR, and tell a lot of stories about how other customers are successful. The Executive Sponsor wants to hear those stories to validate their own teams progress.
We nailed it. We had a fantastic team that both learned from and taught each other. Hooray!
It's the beginning of Q2 2021 and everyone is starting to think about how to deliver Customer Outcomes and to whom.
If you would like for me to send you the spreadsheet just submit the form above, and remember, I'd love to hear stories about how your team is succeeding!