Building a consistent customer success practice is something we believe differentiates a growing company from a thriving company and that customer advocacy isn't only about building attitudinal loyalty, it's about doing the right thing for your customer in order for them to meet or exceed their desired outcomes, even if it may cause short-term pain or pushback. Interested in becoming a customer success manager? We share stories and information that promote the value of customer success within the enterprise and small business and create content that supports CSM teams and individuals. Support this podcast: https://anchor.fm/talkingcustomersuccess/support
In this episode, I'm interviewing, Matt Barnett, commonly known as 'Papa Bear' at Bonjoro. We talk about Bonjoro as a service and how it can help customer success management teams to enhance or automate onboarding while increasing adoption, engagement, and retention. This is a super-tool for customer success management that you really should demo! Please use my affiliate link to start a FREE 14-day trial of Bonjoro today! https://bit.ly/2uXFLfX.Â
--- Send in a voice message: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/message Support this podcast: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/supportIn this episode I'm talking to Andy Quintana, the founder of Slydeck. His new software (www.slydeck.io) can be used by customer success managers and teams but even more impressive -- it also serves the small business owner or freelancer. If you want to begin planning your next customer or lead conversation, Slydeck can help. Being able to track how recipients engage with documents you send them helps you better understand their interests and pain points, which drives better and more valuable discussions. OH -- Perhaps the best part? You can signup for free to try it for your business or team.
--- Send in a voice message: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/message Support this podcast: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/supportIn this episode, I share a few truths as to how and why being a CSM may not be the right job for you. None of this insight includes survey data, feedback from other CSMs, none of that. It’s just me being honest about the last four years or so based on what I’ve seen and experienced. Like what you hear? Please consider sharing this episode or podcast with a friend or colleague. Referenced video link: https://youtu.be/n5XgSCty8js
--- Send in a voice message: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/message Support this podcast: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/supportAs I worked as a CSM, I discovered that each company had their own processes, reports, and templates or lack thereof. We can't assume that every customer success manager is well prepared for their weekly, monthly, and quarterly checkpoints. I thought I would give away a set of weekly, monthly, and quarterly customer review templates that I created in the hope that they may benefit other CSMs. Visit https://bit.ly/2GbbDQ9 to download these free templates today. If they helped you or provided value, please let me know!
--- Send in a voice message: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/message Support this podcast: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/supportIf you are looking for a way to inspire growth or usage there are a number of strategies available. You could try email campaigns, social media, direct phone calls to customers, live demos of features, etc. In this episode I'll explore one simple thing a CSM can do to spark usage or adoption while making their customer look like the hero.
--- Send in a voice message: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/message Support this podcast: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/supportWe welcome back my friend and fellow CSM, Akshay Agrawal, in this episode to discuss advice for new customer success managers. I've been thinking about this topic a lot lately and decided to write a brief article on LinkedIn that will hopefully add value to some other CSM looking to make their mark. Article link: https://www.linkedin.com/pulse/looking-new-csm-job-focus-being-attentive-consistent-youll-connery/ Â As always, thanks for listening!
--- Send in a voice message: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/message Support this podcast: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/supportOn this episode we’re here to introduce our audience to bad fit, stretch fit, and good fit customers. What does it all mean and why are good fit customers essential for building an influential growth sales cycle. We welcome CSM, Elizabeth Best, to share her thoughts on these customer fit types.
--- Send in a voice message: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/message Support this podcast: https://podcasters.spotify.com/pod/show/talkingcustomersuccess/supportYour feedback is valuable to us. Should you encounter any bugs, glitches, lack of functionality or other problems, please email us on [email protected] or join Moon.FM Telegram Group where you can talk directly to the dev team who are happy to answer any queries.