In this episode, Cami.AI Chief Revenue Officer, Ilya Kucherenko sits down with Tovuti Customer Success Manager, Lyndsey Guerrero. Lyndsey was one of the first CSMs at Tovuti and joined right when they began their “fast and furious” growth cycle. She has seen firsthand a CS department and a company traveling at hyperspeed, she shares her thoughts on what makes a great CSM, and the ever-changing demands upon the CS mission.
Customer intelligence isn’t a buzzword, rather it’s a window to golden insights for your products. But how does a company really leverage this?
Spoiler Alert! The Future of Customer Success is a whole team sport. Customer Satisfaction + Customer Happiness are the core principles of all product and service organizations. But often, organizations fail to react and adapt in time to ever-changing consumer sentiments and expectations. Unchecked, this leads to customer churn and a shrinking base of customer advocates. But companies that live and breathe customer success CS teams always reverse this trend.
The last time you needed a recommendation for a movie, or a restaurant, or a nice cup of coffee, where did you seek this out? Was it a friend, a colleague, or the internet? It’s human nature to consult recommendations or reviews from actual people or internet users because they help validate your choice. This brings us to the topic… customer advocacy. But what is it, why is it important, and what role does trust play in this? Read more to find out.
Work is an integral part of our day-to-day lives. It plays a major role in structuring our personal and social identity and is a means of livelihood. Steady income creates options and equips us with the power to access essentials such as food, electricity, education, etc., and non-essentials such as electronic devices, wifi, furniture, etc. For too many, it feels like a healthy work-life balance is simply unattainable. Checking and responding to emails at all hours, work meetings at dinner time, or being unable to separate from our work laptops on weekends… for so many, this has become routine. One may even say, “Isn’t that expected?”, but although it may feel like employees are required to do this, morally, ethically, and spiritually they aren’t (and they shouldn’t).
In the span of a few months, Covid 19 had changed everything. From the way we meet our friends, travel, shop, eat to the way we work, everything is suddenly different. At work, this change is felt across our customer base and our own internal teams, because we’re humans after all.
In just a span of a few months, Covid 19 had changed everything. From the way we meet our friends, travel, shop, eat, or even the way we work, everything is suddenly different. Even our business’s CS teams and our customers are no exceptions. Your customers are humans after all… just like your employees.
The role of a customer success manager i.e. a CSM has transformed drastically in recent decades. For starters, it’s no longer grounded to its traditional role of transforming customer engagement. Instead, it aims to forge strong relations with customers such that it helps businesses grow, making it an important pillar of growth. Today, the responsibilities of a CSM have become very demanding. It expects them to coordinate between different departments, onboard new customers, advocate for the company, drive renewals, encourage 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 at top of all things all the time, how does this get done?
Does your CS team still get blindsided by sudden termination notices even though they are heavily tracking customer health scores?
How does available bandwidth impact the optimal performance of a CS team? Is Bandwidth really the Miracle Cure for CS Burnout? Let’s find out!