It all depends Ep #1 | Erika shares on how to up your game as a CSM
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Nov 3, 2023 Join Erika Villarreal, a seasoned Customer Success Manager, as she shares her wealth of experience in enhancing customer satisfaction. She discusses the evolving role of CSMs in tech firms, focusing on data-driven approaches and effective communication. Discover how collaboration with sales teams can uncover growth opportunities. Erika also covers essential calendar management tips and reflects on lessons learned from challenging customer relationships. Tune in for practical strategies that can transform customer success management!
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Active Listening Tip
- Share your note-taking screen with customers during calls to improve active listening.
- This real-time transparency keeps you focused and builds trust, as customers appreciate your attentiveness.
Cross-Collaboration Tip
- Frame customer feedback as observations focused on customer needs, not personal attacks on other teams.
- Explain that you're sharing information to help improve the customer experience.
Sales Collaboration Tip
- Treat sales as strategic partners, offering closed-won opportunities and insights into customer needs.
- In return, ask sales to provide detailed information about new customers, creating a mutually beneficial relationship.