CSM Practice - The Customer Success Podcast How to Prove Value to Customers
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Jan 31, 2025 Saood Shah, the SVP of Services at Monetate and founder of XnO Solutions, shares his expertise in customer success. He discusses enhancing SaaS onboarding strategies to ensure customers quickly realize value. Value audits take center stage, as he explains how they can boost retention and align professional services with customer satisfaction. Additionally, he highlights the importance of integrating customer data for a seamless experience and shares insights on the evolving role of Customer Success Managers in driving success.
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Align Services and CS
- Tie professional services and customer success teams together, aligning goals and focusing on customer outcomes for renewals and expansions.
- Create the first version of the success plan during onboarding, capturing the "golden thread of value" from sales and layering in onboarding learnings.
CSM Involvement in Onboarding
- Involve CSMs early in the onboarding process as a listening post and relationship nurturer, ensuring alignment with executive vision.
- CSMs should observe onboarding, gather feedback, and prepare for a seamless transition to value realization.
Evolving PS KPIs
- Professional services KPIs have evolved beyond margin and utilization to include customer-centric metrics like CSAT and product telemetry.
- This shift reflects a growing focus on customer success and value realization within professional services.