ON TODAY'S EPISODE:
Navigating the complex world of Customer Success Management (CSM) often raises the question: How specialized should a CSM be in their customers' businesses? In episode 48 of Impact Weekly, Johan and Lincoln explore this intricate balance, emphasizing the importance of curiosity, resourcefulness, and focus on customer goals. Tune in to find out what CSMs should really be experts in—and what they shouldn't.
THIS WEEK'S QUESTION:
“When working with a large amount of different customers, how do you manage to become an expert in each of their businesses and absorb everything you should know about them?”
TOPICS BEING ADDRESSED:
- The role of curiosity in customer engagement and understanding
- The importance of leveraging available resources for CSMs
- Managing expectations within Customer Success teams
QUOTES:
Lincoln Murphy (23:15): "If you're not curious about your customers, you're going to have a hard time as a CSM."
Johan Nilsson (24:47): "Being the expert on bridging the gap between the customer's goal and your product—that's where we should be the experts."
Lincoln Murphy (28:12): "If you have CSMs thinking they need to be experts in everyone's business, then as a Head of Customer Success, you've failed in managing expectations."
Lincoln Murphy (25:40): "Being curious gets them to talk about themselves and connects the dots between the process they have to go through and their goal attainment."
Johan Nilsson (30:00): "Curiosity will get you so far. Be curious about your customers and their business."
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here.
