The role of a Customer Success Manager (CSM) is fast evolving.
Especially in recent decades. It is no longer grounded to its traditional role of transforming customer engagement. Instead, it aims to forge stronger relations with customers such that it helps businesses grow, thus making the Customer Success Managers role an important pillar of growth. Depending on the industry they work in, the role of a Customer Success Manager changes drastically. However, the need to be customer-centric in everything they do is the one thing common to CSMs of all industries.
That’s why CSM responsibilities have become especially demanding in recent years. They are expected to coordinate between different departments, onboard new customers, advocate for the company and the customer, drive renewals, pitch for upsells and cross-sells, build deeper relationships with the customer, have the ability to produce reports on all activity at a moment’s notice, and so much more! In a job that challenges and expects someone to be on top of everything all the time, how does this get done?
Hence, a Customer Success Platform or Software is the need of the hour for every CSM. A lot of these software platforms generally tend to have rudimentary dashboards that display multiple indices but seem to miss the underlying story. Any good CSM will need to know WHY a particular metric is the way it is, and in the era of advanced technologies, it should have a bias towards action. Isn’t the profession deserving of so much more?
Every single day, when your customers choose to navigate a certain way, click a button, initiate a support ticket, interact or engage on different channels, valuable data gets captured. And when this is interpreted correctly, the customers’ actions are no longer a mystery but rather key insights into customer behaviour.
Imagine this scenario,
- Where customer behaviour is machine learning modelled to create a unique customer signature, allowing any deviation from that signature to be immediately recognized. Further, the software can notify the CSM in real-time of these insights.
- Where renewal risks are identified and highlighted as early as possible with specific details in the WHY. And earlier is better to buy time for the CSM to amend and remedy any blockers to renewal.
- Where upsell opportunities are identified promptly and with acumen into what exactly to sell and WHY.
When artificial intelligence meets data at the behest of a human, that’s when the superhero traits begin appearing and anything becomes possible.
That’s what smart customer success software is all about. CSMs shouldn’t have to perform exhaustive and time-consuming forensic analysis of every account to understand the key insights that matter. They should also not be burdened and overwhelmed with tons of repetitive and rudimentary tasks. Instead, they should be given these insights on a silver platter so that they can do what they do best: make complex decisions toward stronger relationships and increased ARR. Because in the end, no matter how advanced artificial intelligence gets, it is still just a software program that is trying to mimic human behaviour.
But let’s be clear, no software can ever replace a rock star CSM, not in this century at least. So let’s put the two together, the best part of human CSMs and the best part of artificial intelligence, combined, are an unstoppable force, a superhero. Smart customer success software gives the CS mission greater efficiency, previously unseen insights, super skills, and dramatically increased productivity.
This is what a superhero suit is all about. It is that invisible friend who helps you tame the difficulties and soar high above, all while keeping an eye on your behalf. An ally that helps you manage your time so that you can prioritize your tasks effectively. When the right people get enabled with the right information at the right time, this is how businesses advance to the next level. As a CSM, the relationship with your customers always needs to be manicured and nurtured; and this is what this ally helps with. A smart customer success software that never sleeps, always watches over your data, with an infinite hunger to learn, constantly analyzes, detects patterns, and works towards nurturing your relationships with your customers. This is Cami.AI, your customer success superhero suit, and its evolving.