CX & Customer Success resources

The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.”

But CSMs must refocus to add real value.

[Note: This article appeared on LinkedIn and had outstanding participation from many noted CS industry experts.  Click here to read the post with comments on LinkedIn.]

EVERY SALE in #B2B #SaaS results in change. Technology alone is not the answer. it’s ⚡️⚡️ADOPTION — CHANGE⚡️⚡️ — that customers must go through to acquire the value.

In Customer-led Growth firms (CLG,) folks at the TOP drive this type of change. Everyone at your clients understands what’s important to their boss. When the leader(s) isn’t a part of driving change, the adoption process will suffer.

CSMs must therefore be “change consultants” and work with key stakeholders inside their clients to truly drive change/adoption.

And by extension, CSMs don’t have time to drive the tactical implementation with end-users. Yes, CSMs must be a part of the onboarding team/process, but the role of #CS is ✔strategic, not tactical.

❌ CSMs are not replacements for the training org: Trainers should be doing that.
❌ CSMs are not replacements for Tech Support: Support Engineers should be doing that.
❌ CSMs are not replacements for broken internal processes, such as Support or Product escalations: The right department should be doing that.

And so on…

Anything that detracts from the CSM’s role as a strategic partner erodes their ability to get their clients to truly adopt (with their hearts❤ and minds🧠) the new technology.