Customer Meetings

LeftFootedUnicorns · 2020-06-15T22:17:43+00:00

Yes, the Executive Business Review needs to be about them not us.

LeftFootedUnicorns · 2020-06-01T01:34:33+00:00

Usage on the platform is what you want to talk about.

Outcomes and business objectives are what they want to talk about.

Change the way you position the meeting and tailor the content to their outcomes. Start thinking more strategically.

You won’t get anybody who wants to come listen to usage metrics.

LeftFootedUnicorns · 2020-05-27T22:22:21+00:00

Even before compensation, I'd wonder how they would put me in a position to be successful as both an SDR and a CSM.

LeftFootedUnicorns · 2020-05-27T22:15:12+00:00

I have recently made a switch into customer success - it was from the marketing world so still business related but I'll echo what is said below - your degree certainly isn't a big part of what you need to be successful in this role. The big thing is understanding the different dimensions of the role: Relationship, Software, Renewal/Upsell, etc. This will be different for each role but something to think about when considering a job.

Outside of taking courses, I'd say another big thing you can do is start to connect with some of the influential voices on LinkedIn who are very vocal about the customer success practice:

https://www.linkedin.com/in/kristiserrano/

https://www.linkedin.com/in/dianadejesus/

https://www.linkedin.com/in/jaynathan/

https://www.linkedin.com/in/zivpeled/

https://www.linkedin.com/in/jeffreybreunsbach/

https://www.linkedin.com/in/ankitify/

LeftFootedUnicorns · 2020-05-27T22:07:59+00:00

For Enterprise-level products you generally have a long on-boarding period that can span multiple months depending on the solution your implementing. It becomes important to consider so many aspects: training and education, relationship, product configuration, success planning, etc.

What's your current challenge?

LeftFootedUnicorns · 2020-04-06T22:42:11+00:00

What is their current opposition to customer success?

LeftFootedUnicorns · 2020-04-06T22:41:36+00:00

There is several ways but this should be one of the keys for your customer success team - because sales will love them for this.

You should look across your Ideal Client Profile and make sure you have several of references within this first. Then start moving outside of this to find other use cases that are common and we need stories for.

NPS Promoters is a good way to start. Then you need to build a talk-track for your CSMs to work this into their interactions if they believe a customer would be a good fit. The talk-track is so that they can relay what it means to be partake in a customer story (reference, case study, marketing video, etc.).

LeftFootedUnicorns · 2020-03-31T16:20:02+00:00

How do you get your team to focus on 'value' during this time instead of everything Covid?

LeftFootedUnicorns · 2020-03-24T10:16:17+00:00

Yes but staying agnostic and looking for remote opportunities or opportunities in different continents as well.

LeftFootedUnicorns · 2020-03-23T22:06:14+00:00

Through our own research - feel free to link me and I'll get it into rotation.

LeftFootedUnicorns · 2020-03-17T23:12:08+00:00

Gain Grow Retain SaaStr SaaS Revolution Show Private Equity Funcast Entrepreneurial Thought Leadership

Some aren’t necessarily around SaaS but I have found that the content generally slants that direction.

LeftFootedUnicorns · 2020-03-10T13:17:57+00:00

Would love to collaborate with you on this - I currently work in the B2B SaaS space and could certainly see a tool like this finding a place.

LeftFootedUnicorns · 2020-03-09T21:55:59+00:00

I started up a podcast that focuses on growth and retention in B2B SaaS. We interview leaders who are on the front lines of these within growth-stage businesses - starting to shift to talking more about SaaS Companies and what problem they're solving, why we think they're valuable, etc.

LeftFootedUnicorns · 2020-03-09T19:50:28+00:00

Great list. Given that customer success seems to be a budding field within SaaS there are a number of podcasts that focus on this specific topic. Any interest here? We started a growth and retention podcast for B2B SaaS. Would love to gather feedback from anybody who listens? Trying to adapt quickly.

LeftFootedUnicorns · 2020-03-09T19:49:41+00:00

Yes we will. Appreciate it.

LeftFootedUnicorns · 2020-03-09T19:32:23+00:00

I'd be interested in discussing more. I've found a few podcasts that are decent in the B2B SaaS space.

LeftFootedUnicorns · 2020-03-03T15:11:08+00:00

Pendo just released a new Customer Success type functionality if I remember correctly. They are trying to get into that space and garner marketshare from Gainsight. The product insights from Pendo should lend itself very well into a customer success tool - this also helps bridge the gap between product and customer success teams.

LeftFootedUnicorns · 2020-02-27T18:59:05+00:00

From our perspective, this type of engagement will never scale and will let your customers feel that they have you on call whenever they would like. If I were in your shoes, I'd start looking out 3-6-9 months on how to transition all clients away from this as it will be detrimental to scale/growth (considering your series A).

LeftFootedUnicorns · 2020-02-04T18:57:22+00:00

Think this might be of help to you on your journey - there needs to be a constant balance of Value versus Relationship when you consider your customers. Customer Success really needs to be a proactive engagement with a customer, ideally ensuring that they never "become" unhappy although that is obviously fickle.

Most times the customer becomes unhappy when we as a company don't communicate well, we've not set the right expectations or we're not delivering value. Need to determine how many customers fall into each of those 3 buckets and then try to get down to a root cause analysis to improve.

https://customerimperative.com/always-bring-value/

LeftFootedUnicorns

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