Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline.
Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
We’re excited to share some insights from Ian Robson, Founder at Success Methods. With over 25 years of customer success expertise in consulting, software and technology, Ian has held leadership roles for some of the world’s most admired companies including Siebel, Oracle, Salesforce, SDL, Veracode, Fuse Universal and PA Consulting.
In this post, he encourages frontline CSMs to level up their game by asking themselves 3 questions and to go deep as just rattling off the answers won’t effectively make us better customer success professionals.
Let’s get started with this week’s post!
Who is my most successful customer and why?
Go deep on the “why”. Get a sheet of paper and map it out, all of the dimensions that matter and where that customer is on each of those dimensions. Spend 30 minutes at least until you have a really clear picture of exactly why they are successful.
Who is my least successful customer and why?
Once again – go deep on the “why”. Do exactly as you did for question 1. Dig in.
What do I need to do to move my least successful customer up to the same level of success as my most successful customer?
This last question is all about identifying and then closing gaps. The exercise, done right will reveal all the gaps between the two AND in the process give you much of the insight and material you need to move your less successful customers up towards your most successful.
Answering these questions will also provide you with a clear view into how well you actually know your customers! I can pretty much guarantee if you spend an hour on this and really commit to it you’ll uncover all sorts of valuable information to help you become a better CSM.
***About Success Methods***
Success Methods offers training and consulting services for customer success professionals and companies committed to excelling in customer success. Contact or connect with Ian to learn more!
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