Daphne Costa Lopes’ Post

AI will transform CSM roles. We will go from 60% of the time spent: ❌ Identifying Risks ❌ Prioritising Customers ❌ Creating Presentations ❌ Identifying Opportunities ❌ Consolidating Information ❌ Summarising Conversations and Next Steps To 5% of the time being spent on those tasks. Anything that is pure data crunch will die. How? AI 'Co-pilots' will become embedded in our workflows. That means CSMs will spend the majority of their time on: ✅ Resolving high-complexity challenges ✅ Highly tailored consulting conversations ✅ Multi-threading with key customer personas There'll be no reason to hire a CSM to do something that a sophisticated 'CS assistant' can do better. Some CSMs will shine. ⭐️ Others will give up because they never really liked being customer-facing. Which one are you? 📥 If you're interested in Customer Success, consider joining 9k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #retentionstrategies #customerexperience #b2bSaaS

Exciting times ahead for CSMs! It's just a matter of time where AI 'Co-pilots' will streamline workflows and reduce repetitive tasks to just 5% of CSMs workload. The real game-changer? CSMs will finally be able to focus on what truly matters: engaging in tailored consulting conversations and collaborating closely with key customer personas. It's all about delivering exceptional value where it counts most

Just watched a CSM spend 47 minutes hunting through 5 different systems to prep for ONE customer call. This is madness. The journey of a modern Customer Success Manager: 💻 CRM for basic account details 🎫 Ticketing system for support history 📊 Analytics platform for usage data 🛠️ Project management tool for roadmap items 📖 Knowledge base for product updates All this before saying "Hello, how are you?" to the customer. Reality check... That's 47 minutes spent NOT: ❤️ Creating value ❤️ Solving problems ❤️ Growing accounts ❤️ Talking to customers ❤️ Building relationships But it's got to be done. You can't show up without preparing. The math is painful: - 5 calls per day - 47 minutes prep each - 235 minutes lost daily - 19.5 hours weekly - 78 hours monthly Just searching for information that should be at our fingertips. 🤯 Here's how you can fix it: - One System: Build a dashboard pulling key metrics - AI Co-Pilots: Transform data into insights and help CSMs action it Do these 2 simple things and watch the team's productivity soar. Your CSM team should be managing customer success. Not managing browser tabs. 📥 Leading a CS team? Consider joining 11k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #customerledgrowth #CX #revops

The word of the day is "Optimization" How can we optimize our processes to better serve our customers? When we work in B2B industries you have to wonder, if my process is not optimized, how can I effectively help my customer optimize their business? Optimization also means means that when you do have those genuinely challenging problems, you have more time to devote to solving those problems, because you have optimized your process for the routine tasks that you have every day.

For a decade Customer Success Managers have been playing nice - saying yes to everything - following “best practices” - collecting certifications What they got in return was - working crazy long hours - getting zero recognition for their hard work - sitting at the lower end of the salary ranking and for many, it was topped by losing their jobs because they were considered dispensable. The way out of this vicious cycle is not - doing more of the same with small tweaks here and there - hope your C-suite miraculously recognizes your worth - learning random stuff like ChatGPT prompts engineering If you want to be taken seriously, you need to master the 6 core disciplines of Customer Success Management 1. Identifying Customer Value 2. Operationalizing Customer Value 3. Delivering Customer Value 4. Measuring Customer Value 5. Demonstrating Customer Value 6. Monetizing Customer Value to create the results your leadership cares about. PS: Join 5k+ CS professionals and sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP #saas #customersuccess #customervalueledgrowth

𝗠𝗼𝘀𝘁 𝗽𝗲𝗼𝗽𝗹𝗲 𝗱𝗼𝗻'𝘁 𝗸𝗻𝗼𝘄 𝘁𝗵𝗶𝘀, 𝗯𝘂𝘁 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗯𝗲𝗴𝗶𝗻𝘀 𝗮𝘁 𝗦𝗮𝗹𝗲 - you make the business promise at sale - you capture customer's business use cases at sale - you understand their specific business priorities at sale - you map their needs to our product/services offerings at sale If you begin customer success later; you either waste time & energy repeating these steps or worse you miss out on these. Either way you are not doing any favors to yourself or your customers. Let's stop confusing core CS playbooks/ processes with the CS mindset. The core CS playbooks are delivered by the CS team but the mindset is required for all teams. The customer's journey/ expectations/ ability to churn does not wait till they are live and with a CSM - then why are you waiting? #customersuccess #customerexperience #customerjourney #customerledgrowth #customersuccessmanager #cs #csm #b2b #saas #linkedin #csleaders #founders Block 1:1 with me https://lnkd.in/gjQxGq7f for coaching/mentoring or setting up the right CS mindset/ team/ processes/ tech. Sign-up on DotDot CS Platform https://dotdot.careers/ to find your next role

No role has more growth potential in tech than a CSM. Every day you can make a difference by helping your customers win (bigger). Without exaggeration, you can change your customers’ lives. However, many CSMs have unlocked only a fracture of their growth potential. They are stuck in an infinite loop of checking off lists, working through their inbox, and handling escalations. They are far far away from “delivering value with every interaction” It keeps them poor in many ways - personal and professional growth - recognition and status - compensation and career growth The reason why this is happening is because they are following outdated and outright bad practices. Here are the 9 Core Competencies CSMs need to build in 2024 to grow their performance, influence, and salary: 1. Customer Discovery: Determining your customers’ needs in terms of education and training 2. Success Plan Design: Building a dedicated roadmap from the status quo to the desired outcome 3. Program Design: Creating content and services to grow your customers’ skills and knowledge 4. Demonstrating Value: Understanding how customers measure their ROI to demonstrate value effectively 5. Data Storytelling: Understanding who your customers are, their journey, performance and actions 6. Understanding churn: Uncovering the root causes of why customers did not get enough value 7. Effective Prioritization: Working with the right customers and performing value-adding activities 8. Analyzing performance: Understanding what works, what does not, and why for continuous improvement 9. Monetizing Value: Turning Customer Value into renewals, expansions/upsells, and referrals PS: Join 4.8k+ CS pros and sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP #saas #customersuccess #customervalueledgrowth

Most obsess over GoLive Duration, User/ Feature Adoption, Product Usage, CSAT, & even Time to First Value (for some mature CS Orgs.) But, how many even consider Customer Self Sufficiency as a key implementation metric? If customers can't navigate the product without a chaperone, we're not implementing- we're babysitting for life! (however long it may be) Each phase in the customer journey has a purpose & from that lens isn't Customer Self Sufficiency a critical metric for implementation? Why does self-sufficiency matter? - Scalability: CSMs have better things to do than life-long hand-holding. Like driving continuous value, tracking & achieving business outcomes & revenue. - Customer satisfaction: Independence = confidence. Confident customers are happy customers. - ROI: More self-sufficient customers = lower support costs = higher profits. Simple math, really. So if you're not measuring & prioritizing self-sufficiency as a metric for implementation: - aren't your customers missing the key ingredient for success? - aren't your CSMs & support teams running towards burnout? As always in customer success, just having a team/ tool (with or without AI) does not mean success for you or your customers at any phase. The right focus, playbooks, processes & metrics matter. Just picking the easy metrics is never the answer. Craft your #CustomerJourneyMap with the right metrics to ensure success. Block 1:1 https://lnkd.in/gjQxGq7f for CS coaching/mentoring or setting up Org. CS Playbooks/Strategy/Metrics #CustomerSuccess #B2B #SaaS #Implementation #SelfSufficiency #ImplementationMetrics #TruthBomb #CS #CSM #CustomerSuccessManager

For a decade Customer Success Managers have been playing nice - saying yes to everything - following “best practices” - collecting certifications What they got in return was - working crazy long hours - getting zero recognition for their hard work - sitting at the lower end of the salary ranking and for many, it was topped by losing their jobs because they were considered dispensable. The way out of this vicious cycle is not - doing more of the same with small tweaks here and there - hope your C-suite miraculously recognizes your worth - learning random stuff like ChatGPT prompts engineering If you want to be taken seriously, you need to master the 6 core disciplines of Customer Success Management 1. Identifying Customer Value 2. Operationalizing Customer Value 3. Delivering Customer Value 4. Measuring Customer Value 5. Demonstrating Customer Value 6. Monetizing Customer Value to create the results your leadership cares about. PS: Here’s how I can help → https://lnkd.in/d3Mk-wt3 #saas #customersuccess #customervalueledgrowth

For a decade Customer Success Managers have been playing nice - saying yes to everything - following “best practices” - collecting certifications What they got in return was - working crazy long hours - getting zero recognition for their hard work - sitting at the lower end of the salary ranking and for many, it was topped by losing their jobs because they were considered dispensable. The way out of this vicious cycle is not - doing more of the same with small tweaks here and there - hope your C-suite miraculously recognizes your worth - learning random stuff like ChatGPT prompts engineering If you want to be taken seriously, you need to master the 6 core disciplines of Customer Success Management 1. Identifying Customer Value 2. Operationalizing Customer Value 3. Delivering Customer Value 4. Measuring Customer Value 5. Demonstrating Customer Value 6. Monetizing Customer Value to create the results your leadership cares about. PS: Here’s how I can help → https://lnkd.in/eHeA2GkR #saas #customersuccess #customervalueledgrowth