It all depends Ep #4 | Building Credibility & Trust as a CSM
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Nov 15, 2023 In this conversation with Jack Hilbrich from Drift, he shares his expertise in Customer Success Management. Known for his proactive strategies, Jack discusses how to build trust and credibility by balancing data-driven decisions with genuine relationship-building. He emphasizes the significance of empathy and effective communication in maintaining customer connections. Jack also touches on the need for CSMs to engage proactively, highlighting collaboration with sales teams and personal productivity habits vital in today's remote work landscape.
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Building Credibility and Trust
- Build credibility and trust by showcasing business acumen on monthly calls.
- Use data-driven insights to present problems and propose solutions, eliciting reactions and actions.
Data-Driven Credibility
- Building rapport quickly is crucial, but credibility and trust are built through data.
- Data-driven reports showcase your thinking and require you to anticipate and address potential questions.
Proactive Problem Solving
- Be proactive and get involved in solving customer issues, even if they're outside your direct responsibilities.
- This demonstrates commitment and improves the customer experience, building trust.