The Customer Success Pro Podcast

Active listening is a game-changer in customer success. Mistakes like listening to reply instead of understand can ruin relationships. The speaker offers practical strategies to enhance listening skills. Personal experiences illustrate how better listening leads to stronger connections and more revenue opportunities. This engaging discussion emphasizes that mastering active listening not only improves interactions but also drives success.

Explore the challenges customer success professionals face with time management and prioritization. Discover how to avoid common pitfalls like reactive planning and treating all clients equally. Learn actionable strategies, such as blocking time like a CEO and applying the 80-20 rule for account management. Find out how protecting focus blocks can elevate productivity. This insightful discussion provides the tools to master time management and enhance your efficiency in the customer success arena.

Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers (CSMs) make that hinder TTV, such as generic onboarding processes and failing to define value with customers. Anika provides actionable strategies to reduce TTV, including defining measurable outcomes, collaborating with internal teams, and using success plans to track progress. The episode concludes with a call to action for listeners to implement these strategies and join the RevUp Academy for further development.Chapters00:00 Introduction to Time to Value in Customer Success02:04 Understanding Time to Value (TTV) and Its Importance05:53 Common Mistakes Sabotaging Time to Value09:43 Strategies to Reduce Time to Value13:56 Practical Examples and Final Tips20:07 Conclusion and Call to ActionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revup#customersuccesspro #podcast #customersuccessmanagerGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Kelley Turner, SVP of Global Customer Success at Vitally, is a powerhouse in building teams that drive authentic customer partnerships. In their conversation, she emphasizes the need for effective customer segmentation in enhancing value and retention. Kelley balances the roles of automation and personalization for optimum engagement while sharing her unique shift from finance to customer success. Curiosity, creative strategies, and the potential of AI in segmentation take center stage, underscoring their importance in measuring success and nurturing lasting client relationships.

Negotiation skills are critical for customer success managers, yet often overlooked. The discussion highlights common pitfalls like inadequate preparation and over-explaining. A four-step framework is introduced to empower CSMs, emphasizing preparation, clarity on value, and the strategic use of silence. By mastering these techniques, CSMs can significantly boost renewals and upsells, transforming their role into that of a confident negotiator and strategic partner.

Discover the evolving role of customer success in driving growth without the pressure of traditional sales. Embrace the expansion mindset by building trust and engaging meaningfully with customers. Learn to recognize key signals for upselling and navigate common pitfalls. Collaboration between customer success and sales teams is essential for unlocking new opportunities. Practical steps for fostering relationships and facilitating growth are shared, ensuring customer success professionals can add value while enhancing revenue.

Explore the transformative power of AI in customer success. Discover how it alleviates administrative burdens and enhances efficiency in daily tasks. Learn to avoid common mistakes when adopting AI, and see how it can revolutionize discovery calls and quarterly business reviews. Anika Zubair introduces practical applications for forecasting renewals and managing customer relationships. Plus, get insights into training AI as a revenue-generating co-pilot to elevate your success strategies.

Parul Bhandari, a Chicago-based Customer Success consultant, shares insights on building impactful retention programs. She emphasizes the necessity of aligning with customer goals and the role of early engagement in setting up successful strategies. Parul discusses her journey into fractional consulting and the trend's rise in the industry. The conversation also highlights the importance of adapting retention efforts as customer relationships evolve, with a focus on viewing challenges as opportunities for growth in customer success.

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships.Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resourcesGet on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revupChapters:00:00 Building Lasting Customer Relationships02:15 Customer Management in CS05:34 Myths in Customer Success10:10 Principles of Strategic Relationships15:44 Consistency Over Intensity19:34 The Human Element in Customer Success22:18 Actionable TakeawaysConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Discover how to transform customer success strategies from reactive to proactive. Learn to define success through the customer's eyes and map their journey effectively. Automation of touchpoints is discussed for boosting efficiency, while a risk and opportunity framework ensures ongoing engagement. Regular strategy reviews are emphasized for sustained improvement. Gain actionable insights to enhance your skills and drive exceptional customer outcomes!