It all depends Ep #3 | Valeriya shares her creative & tactical approach to CSMing
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Nov 2, 2023 In this conversation, Valeriya Titlinova, a seasoned Customer Success Manager at SAP, brings her unique flair to the world of customer relations. She discusses her creative strategies for enhancing customer experiences and the importance of tailored communication. Valeriya emphasizes engaging senior stakeholders to elevate conversations and shares her insights on navigating the challenges of customer success management. With her background in blending creativity with tactical precision, listeners will discover actionable tips for building lasting client relationships.
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Meeting Customers Where They Are
- Meet customers where they are by using their preferred tools and templates.
- Integrate into their existing workflows to remove friction and gain deeper understanding.
Integrating into Client Tools
- Valeriya gained access to a Fortune 100 client's project management software.
- This allowed her to create a success plan directly within their tool, increasing engagement.
Using Client Templates
- Use client templates for QBRs and presentations for seamless integration.
- This small change allows clients to easily incorporate updates into their own reports.