Joseph Britton’s Post

Customer Success Management is not dead. But the old ways of doing it are. Customers are no longer paying for convenience and usage. Consequently, there are no substitutes to delivering impeccable customer value. CSMs have to adapt in 4 different ways to meet these new requirements: 1️⃣ Mindset ➡️ It’s no longer enough to be a product expert. Because the technology is not your customers’ bottleneck but their skills and knowledge. ➡️ Customer success is also no longer about monitoring customers and reaching out if you anticipate a roadblock. It’s about leading customers to their desired outcomes - intentionally, accurately, and repeatedly. 2️⃣ Knowledge ➡️ If you want to help your customers solve their business problems you need to build subject expertise. Start by studying content in your space. ➡️ An effective way for some products is to follow thought leaders with relevance for your market space (especially in marketing and sales). ➡️ It’s also legit to learn from your most successful customers 3️⃣ Skills ➡️ The best problem solvers will see the highest demand for their services. Because the more/more valuable problems you solve, the more revenue you will create in return. ➡️ Active listening is possibly the most underrated skill in customer success. Understanding your customers’ problems is essential for success. If you are guessing and assuming you are setting yourself up for failure. ➡️ I keep saying that teachers, coaches, and consultants make great customer success managers. Why? Because their success depends on their ability to transfer knowledge. 4️⃣ Focus ➡️ Not all of your customers are meant to become successful. You have to focus on those with the highest success potential to optimize the ROI of your time spent. ➡️ Likewise, you need to eliminate redundant tasks from your plate. Find out what works, what does not, and why. Your goal is to deliver value with every interaction. This is the way 💪 PS: Join 5k+ CS pros and sign up for my newsletter if you like this post --> https://lnkd.in/dtC7MEjP #saas #customersuccess #customervalueledgrowth

Customer Success Management is not dead. But the old ways of doing it are. Customers are no longer paying for convenience and usage. There's no escape from delivering impeccable customer value. CSMs have to adapt in 4 different ways to meet these new requirements: 1️⃣ Mindset ➡️ It’s no longer enough to be a product expert. Because the technology is not your customers’ bottleneck but their skills and knowledge. ➡️ Customer success is also no longer about monitoring customers and reaching out if you anticipate a roadblock. It’s about leading customers to their desired outcomes - intentionally, accurately, and repeatedly. 2️⃣ Knowledge ➡️ If you want to help your customers solve their business problems you need to build subject expertise. Start by studying content in your space. ➡️ An effective way for some products is to follow thought leaders with relevance for your market space (especially in marketing and sales). ➡️ It’s also legit to learn from your most successful customers 3️⃣ Skills ➡️ The best problem solvers will see the highest demand for their services. Because the more/more valuable problems you solve, the more revenue you will create in return. ➡️ Active listening is possibly the most underrated skill in customer success. Understanding your customers’ problems is essential for success. If you are guessing and assuming you are setting yourself up for failure. ➡️ I keep saying that teachers, coaches, and consultants make great customer success managers. Why? Because their success depends on their ability to transfer knowledge. 4️⃣ Focus ➡️ Not all of your customers are meant to become successful. You have to focus on those with the highest success potential to optimize the ROI of your time spent. ➡️ Likewise, you need to eliminate redundant tasks from your plate. Find out what works, what does not, and why. Your goal is to deliver value with every interaction. This is the way 💪 PS: Learn more --> https://lnkd.in/d5cGMT4R #saas #customersuccess #customervalueledgrowth

The clear & concise truth re: modern Customer Success Management:

Thanks Markus for sharing some great thoughts on the future of customer success in the SaaS industry. These are concepts we have been working on at Nulia since the beginning. At Nulia, the true north for customer success is business value, meaning the customer has to get use of the technology they have invested in, in a way that it drives real, tangible value to their business. Afterall, no organization invests in technology for any reason other than to improve productivity, increase revenue, reduce costs, or all three, or even more. Customer success has to lead customers beyond the technology itself and to value realization from the technology adoption and use. Nulia is filling a void in the customer success industry - while traditional customer success can have a tendency to focus on things that technology producers care about but that customers do not care about, we put the customer first by driving sustained organizational change through technology adoption which maximizes the value organizations get from their technology investments. At Nulia, we have developed a better way - we help organization unlock the value of their technology investments while helping people use technology to maximize their potential. Come check us out at www.nulia.com. DM me if you want to talk further - I am glad to take the time to not only tell you more, but to learn from you too. We are in this together. Let's put behind us the days of organizations not getting the value they expect from their technology investments!

Customer Success Management is what you make out of it. It can either be ✅proactive and strategic ✅creating results ✅highly regarded ✅well compensated ✅full of opportunities or (where most belong to) ⛔️reactive and messy ⛔️firefighting ⛔️underappreciated ⛔️low paid ⛔️a dead end If you want to get out of the latter you need to change across 5 dimensions: 1️⃣ Mindset: From optimizing product adoption and usage to maximizing customer value triggering the revenue impact 2️⃣ Data: From guessing and assuming to discovering your customers' goals, problems, and capabilities to understand their needs 3️⃣ Approach: From applying random tactics that follow external triggers to leading customers to success with a proven process. 4️⃣ Toolset: From copying what everybody else does to implementing frameworks supporting your work across the whole customer success journey 5️⃣ Capabilities: From acquiring dozens of useless skills and certifications to excelling at what moves the needle for your customers. It’s not easy because CSM has moved in the opposite direction in the past decade. But if you succeed, you’ll finally get what made you want to become a CSM in the first place. PS: Start your journey into becoming a growth engine with these 40 free questions → https://lnkd.in/dPDMrPUA

Hello LinkedIn Members, In the words of Margaret Fuller which say that “If you have knowledge, let others light their candles at it” ; this quote simply portrays that if you have knowledge in a particular field of knowledge, impart this knowledge unto others. It's on this premise, I account for my understanding on my lessons so far in the Customer Success Fundamentals course. In the first course of the module, the topic is an Introduction to Customer Success Management. I got to learn that Customer Success Management (CSM) is a business strategy which is aimed at ensuring that your customers and potential customers attain their desired results in the course of using your company's product or service. This desired result of your customers can only be attained by building and nurturing a sustainable relationship with them and with the focus that their success equals your own success. Also, Customer Success Management (CSM) involves having regular communication with customers, understanding their evolving needs and providing solutions that is not restricted to addressing their current challenges but, also future challenges. In debunking the notion, CSM is beyond responding to customers' queries but, it entails understanding and contributing to your customers' journey (Onboarding, Adoption, Value Realization and Advocacy) in the use of your product. The Customer Success department is a such a crucial department to every company especially SaaS Companies. The importance of the Customer Success department includes: • Improving customer retention • Identifying upsell and cross-sell Opportunities • Gathering product feedbacks which can be used to improve the product to better the customer's utmost satisfaction • Help reduce support cost • Nurturing relationships with customers which eventually results into customers advocating and referring your product and services to others • Help drive revenue growth In conclusion, Customer Success Management entails relationship building, strategic insights and data that way product and service providers are able to provide solutions that are geared to tackle the needs and challenges of their customers and, cause their customers to achieve their desired outcomes. I will love to learn from you too, what you think Customer Success Management is all about and other benefits of a customer success team? Can't wait to share more of my lessons with you. Until next time! #customersuccess #customersuccessmanagement #careerdevelopment #doingitdifferently #stretchingmylimits

Unlock the Secrets of Customer Success! 📚✨ Excited to share a summary of the first book in my recommended reading list: The Customer Success Professional's Handbook 📔 by Ashvin Vaidyanathan Ruben Rabago Whether you're a seasoned CSM or just starting, this book is a must-read for mastering the art of customer success. Here’s a quick overview: Introduction 📚 : Customer Success is a proactive approach to ensuring customers achieve their desired outcomes with a product or service. This book outlines the core principles, skills, and strategies for becoming a successful Customer Success Manager (CSM). Chapter 1: Customer Success Management: The Birth of a New Profession - Evolution of Customer Success as a critical business function. - Importance of aligning customer goals with company goals. Chapter 2: Defining the Customer Success Manager Role - Role of a CSM: Engaging with customers, assessing needs, and aligning products/services to achieve outcomes. - Key responsibilities: Managing relationships, ensuring satisfaction, and driving renewals. Chapter 3: The Core Skills of a Great CSM - Essential competencies: Knowledge Mastery, Problem-Solving, and Communication Skills. - Importance of technical knowledge, empathy, and strategic thinking. Chapter 4: Operationalising Customer Success - Steps for preparing customer engagements and understanding the customer lifecycle. - Use of tools and technology to streamline processes. Chapter 5: Retaining and Developing the Best CSMs - Managing workloads, designing incentives, and using metrics to drive performance. - Tips for hiring, developing, and retaining top talent. Conclusion📖 : - Customer Success is a rewarding profession that enables you to help customers achieve their goals. - Bringing passion and a strong skill set to the role maximizes impact. Final Learning 👩🏫 : The CSM role is crucial in today’s business landscape. Mastering core competencies—deep product knowledge, strategic problem-solving, and strong communication—drives value for customers and your company. Stay passionate, informed, and dedicated to elevating customer experiences, fostering strong relationships, and driving organisational success. Feel free to share your thoughts or reach out if you're interested in discussing Customer Success further! You can find the free Ebook on Google. #CustomerSuccess #CSM #ProfessionalDevelopment #BookSummary

🚀 Customer Success Management: Best Practices for Building Stronger Relationships In today’s competitive landscape, Customer Success Management (CSM) isn’t just about solving problems—it's about driving outcomes, building trust, and creating lasting partnerships. Here are some best practices I’ve found invaluable in fostering success: 1️⃣ Proactive Communication Regular check-ins and health checks ensure customers feel supported before issues arise. Anticipating their needs helps build trust and positions you as a reliable partner. 2️⃣ Outcome-Driven Engagement Align your efforts with your customer’s strategic goals. When you focus on delivering measurable value, you reinforce why they chose your solution in the first place. 3️⃣ Empathy and Understanding Take time to understand your customer’s challenges and industry nuances. Listening intently and responding with tailored solutions can turn frustrated clients into advocates. 4️⃣ Data-Driven Insights Leverage analytics to provide actionable recommendations. Showing how your services impact their KPIs transforms conversations into opportunities for growth. 5️⃣ Collaborative Problem-Solving When challenges arise, involve the customer in brainstorming solutions. Transparency and teamwork go a long way in building resilience and loyalty. 💡 What strategies have worked for you in driving customer success? Let’s share insights and learn from each other! #CustomerSuccess #CSM #BestPractices #CustomerExperience #Partnerships

In today's fast-paced world, it's easy to get caught up in the day-to-day hustle and forget the fundamental building blocks of success: Customers. I love going back to basics, and that's why taking a step back and revisiting the basics of Customer Success Management (CSM) is crucial. Let's break it down into plain English: 1. Customers: Who are they? It's not just about big companies or fancy titles. Customers are the individuals and groups we interact with, each with their own unique needs and expectations. They could be the person using your app, the business you supply to, or anyone you aim to serve. To truly succeed, we need to listen, understand, and cater to these unique needs. 2. Success: What does it look like? Success isn't a one-size-fits-all answer. It's about helping your customers achieve their desired outcomes within your business relationship. Did they solve their problem with your product? Did your service help their business grow? When you meet or exceed their expectations, that's success! 3. Management: How do we get there? In CSM, it's about taking a proactive approach to support your customers. We guide them, provide resources, and help them navigate the journey to success. This ensures not only their success but also the long-term sustainability of your business. Achieving customer success requires a company-wide commitment. If this commitment is missing, the consequences will be noticeable. By going back to these basics, we can build stronger relationships, create raving fans, and achieve sustainable growth together. #customersuccess #saas #softwaresales #customercentric #relationshipbuilding #valuecreation #longtermgrowth #accountmanagement

Customer Success Management is the most powerful role in SaaS. At the same time, it's also the most challenging one. Unlocking its full potential requires to excel at 1.Customer Discovery 2. Success Planning 3. Problem solving 4. Strategic thinking 5. Transferring knowledge 6. Analyzing data 7. Detecting non-obvious churn risks 8. Decoding churn 9. Sourcing actionable feedback 10. Building relationships just to name the top 10 abilities. Most CSMs are average at best because they never got the proper training and education. Instead, they were collecting shiny certifications that got them nowhere. Worse, it taught them the ways that made them end up in the reactive work hamster wheel. This is not how it's meant to be. PS: Unlock your full growth potential --> https://lnkd.in/d4TeAFu8