Unchurned - The No. 1 podcast for Customer Success
Are CSMs the CEOs of Their Customer Books? ft. Parul Bhandari, Jenny Calvert, Lawrence Waldman
Oct 2, 2024
In this engaging discussion, guests Parul Bhandari, a customer success expert, and Jenny Calvert, a strategic leader in the field, join Lawrence Waldman to explore the evolving role of Customer Success Managers. They advocate for a proactive, CEO-like mindset in managing customer accounts and emphasize the need for internal alignment and adaptability. Key topics include redefining success, the challenges of customer churn, and the significance of genuine customer feedback. Their insights aim to foster sustainable growth and improve retention strategies.
45:58
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Quick takeaways
- Customer Success Managers should adopt a proactive, strategic approach to account management, acting as advocates and partners for their clients.
- Effective customer success strategies must be customized to align with unique organizational goals and evolving market dynamics rather than relying on generic playbooks.
Deep dives
The Role of Customer Success Managers
Customer Success Managers (CSMs) play a crucial role in forecasting customer health beyond traditional metrics like churn or growth. They should analyze their accounts regularly to understand customer maturity and identify which clients can handle changes such as price increases. This proactive approach allows CSMs to act as strategic partners and advocates for their accounts, enabling them to develop tailored plans that prioritize customer satisfaction and retention. By empowering CSMs to become the 'CEOs of their books,' organizations can foster stronger relationships and preemptively address potential churn risks.
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