Markus Rentsch’s Post

Have you checked out the CSM Confidential Report? There is so much to learn about how CSMs are feeling about their roles. Learn what CSMs are saying about the industry, what they're happy about, where there is room for improvement, where they think they need more training, and how CS leaders can help them be the best Customer Success Managers they can be! Follow the link to learn more and download your free copy of the report: https://lnkd.in/g7scZBjQ #customersuccess #customersuccessmanager #successcoaching #CSMConfidentialReport

Less is more?? It's Not About Headcount. It's About VALUE CREATION. The Dangerous Myth: "More Customers, Fewer Customer Success Managers = Better Efficiency" The Reality: Overloaded CSMs Are A Ticking Time Bomb 💣 When CSMs manage hundreds of customers, they're set up to FAIL: 💣Superficial customer understanding 💣Generic success plans 💣Reactive firefighting 💣Missing critical churn signals The STRATEGIC Approach: 🔍 Customer Success is an Investment, Not a Cost Center 🔍 Revenue Potential > Cost Savings 🔍 Quality of Engagement Trumps Quantity of Accounts Key Scaling Variables to Consider: 💡Product Complexity 💡Customer Expertise Levels 💡Subject Matter Intricacy Pro Leadership Insight: Your CSM team's effectiveness is a multiplier, not a divisor, of your revenue potential. The Goal: Maximize Customer Value, Not Minimize Team Size Drop a 💡 if you're committed to building world-class CS teams!

CS leaders, the way your team performs is a direct reflection of your abilities and choices. - if you haven't defined the strategy and processes their approach will be purely tactical. - if you don't give them the right tools the will not qualify as a trusted advisor to their customers - if you buy courses and training teaching reactive practices that's everything they'll ever be. This is the perfect recipe to not get a seat at the leadership table - or worse. The alternative is to build a CSM operating system to lead customers to the promised land accurately and repeatedly. Here's how: 1. Decoding Customer Value ✅ Identify customer goals and how they are measured ✅ Discover their personal outcomes that are at stake ✅ Find out what keeps them from achieving their desired outcomes 2. Operationalizing Customer Value ✅ Build dedicated Success Plans that ✅ Break down the gap between status quo and desired outcome ✅ Into pieces small enough to make them actionable 3. Delivering Customer Value ✅ Create content and services with a clear goal in mind ✅ Measure their effectiveness accordingly ✅ Give customers quick wins early on to get their buy-in 4. Measuring Customer Value ✅Track customer progress with the identified success metrics ✅ Identify churn risks (almost) in real-time ✅ Start countermeasures early enough if things are going south 5. Demonstrating Customer Value ✅ Benchmark actual vs projected results ✅ Turn QBRs into Customer Value Reviews ✅ Make the connection between business results and personal value 6. Monetizing Customer Value ✅ Identify customer growth opportunities ✅ Create scenarios outlining their potential gains ✅ Connect them with resources, features, or products PS: Turn your team into a growth engine --> https://lnkd.in/d3Mk-wt3

Shedding a light on where CSM teams have an impact: 📎 The Harvard Business Review (HBR) highlights that acquiring 📎 a new customer is 5 to 25 times more costly than retaining an existing one, and a 5% increase in retention can lead to over 25% profit growth. Satisfied customers are key to retention and can drive new business, which is where effective Customer Success Management comes in. 📎 Sourced from Simon Kucher thought leadership #customersuccess #growth 

CS isn't solely about: - Tracking product usage and feature adoption - Assessing health scores - Relying solely on NPS Indeed, - It involves boosting revenue - Cutting costs - Enhancing productivity However, it's not practical to measure these outcomes daily. Therefore, product usage, feature adoption, and health scores act as proxies. They're indicators, not the whole picture. Don't lean too heavily on them, but don't discard them entirely either. They offer valuable insights into customer success. Until next time, share what you are doing. What's working for you and what's not working? ……………………………………. First time seeing my posts? I’m on a mission to empower Customer Success. I post regularly about: ✅ Proactive Customer Success Mindset ✅ Customer Success Leadership ✅ Ways to Improve CS Operations 🔔Hit the bell to not miss a post 👩🏽🏫Want to improve your CS operations?- visit https://successguardian.in #cco #customersuccess #customerretention

The difference between reactive and proactive CSM is like night and day. It can’t be emphasized enough. Life in reactive CSM is a painful experience - band-aiding, quick-fixing, and firefighting  - constant pressure leading to burnout - dealing with frustrated and angry customers  - struggling to keep churn from exploding - a cost center in the leadership’s eyes - perceived as dispensable because of it Proactive CSM on the other hand is incredibly rewarding - helping customers solve valuable problems - thriving through doing meaningful (strategic) work - seamless long-term customer retention - becoming an extension of the customer team - the most powerful growth engine in the company - the leadership that cares and keeps investing A CSM leader’s priority in 2025 is not to come up with an “AI strategy”. It’s to enable your team to do meaningful work and create results. PS: Here’s how I can help → https://lnkd.in/dN2DUtDh

😕 Hard truth: A great relationship with your customer will not keep them from churning.  🚫 That’s why CSM sentiment is lousy at measuring customer health. 📉 📖 True (embarassing) story: 😳 I once had a customer that I talked to all the time, who had great metrics churn for a competitor. I was FLOORED. What about all those times we talked about our dogs? 🐕 We spent summers in the same little town! 😎 She even asked me for restaurant recommendations last week!!! 🍽️ When I asked her what happened – do you know what she said? “The other company has features that you just don’t have yet. I knew we were leaving, but I didn’t want to hurt your feelings because you’re so nice…” 🤦🏻♀️ Great. No matter how much the customer may like you, if your product isn’t getting them the results they are looking for 🫥 they’re out. 👉 A relationship is not a strategy. Great relationships aren’t customer success.  Great OUTCOMES are. 💡 Don’t get me wrong, relationships DO matter… 👯♀️ it’s what drew most of us to CS in the first place! But it can’t fix a broken product or a bad customer fit. 🤷🏻♀️ Customers WILL leave over bad service… But they won’t stay solely because of it. 👋🏻 #customersuccess #strategy #customerservice 🤔 Want to create a CS strategy based on Customer Outcomes? The CS Leadership Academy will show you how! Doors reopen May 30! 🎉

I love our Customer Success community and how much we want to see others succeed. I've never been in a role quite like it before, much like others I am an #accidentalCSM so even though I've been in the industry a while I always try to start my day with at least one CS learning and this article was today's: 50 Things Every Customer Success Leader Should Know (Link Below) This quote from Brett Andersen at Degreed really resonated with me because there is so much competition among your network and team members, but we have to remember that each one of us has a special skill set. As a CS team we should capitalize on those strengths and coach through any weaknesses. "When we, as CS leaders, extract the full capabilities unique to each team member, we maximize the value they bring to customers, to the company, to the team, and to themselves." Which quote is your favorite from the article?

Want to become a world-class CSM? Then you need to stop ❌ applying random tactics ❌ doing things for the sake of it ❌ jumping on bandwaggons ❌ relying on guessing and assuming ❌ talking about features and functions ❌ talking about metrics you care about ❌ avoiding customer conversations ❌ telling customers what they want to hear and start ✔️ building repeatable systems ✔️ delivering value with every interaction ✔️ developing your own methodologies ✔️ relying on discovery, analytics, and feedback ✔️ talking about solving problems ✔️ talking about metrics customers care about ✔️ embracing the opportunity to talk to customers ✔️ telling customers what they need to hear to create the results that drive your success. Change your behavior to change your impact. PS: Join 6.3k+ CS professionals and sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP

Customer success leaders need to read this.... Our team at ChurnZero just released our confidential survey report for CSM's 2 stats that stood out to me were - 37% said their leader gives them opportunities to get the training they need - 91% said they enjoy working with customer's to solve challenges Get the full report here - https://lnkd.in/eCctfp24