CSMs: My customers are disengaged😢
Also CSMs: Hi, it’s me, let’s book time. 👍🏻
I recently received this email from a CSM that stopped me in my tracks (and not for a good reason).
It was a 4 liner saying:
- I am your CSM
- Let’s talk
And I was baffled at how little effort this person went through to get my attention.
Even GenAI would do a better job, and trust me… I’ve been getting some really poor GenAI messages 😂
There’re 3 things wrong with this email:
- Doesn’t grab my attention
- Doesn’t position the value of the CSM
- Isn’t tailored to what I am trying to achieve or where I am in my journey as a new customer
A few bits of context:
- I am a new customer and I never talked to their team before as I bought completely touchlessly. This is my first human experience with this brand.
- I have already completed my basic set up in the system and have integrated to 2 other systems.
This CSM had a bunch of information at their disposal to write a message that would make me want to engage.
Not to mention that a quick LinkedIn search would have brought them to this page and they would have learned a lot about me and my use case.
But they didn’t use any information.
A much better version of it would be:
“Hi Daphne,
It’s Jenny here from [company].
I see that you have hit the ground running with your set up and have already set up your [feature] and integrated to [tool 1 &2], well done!
I will be your Customer Success Manager, my job is to make sure you see results with your subscription.
I help my customers with:
- outcome 1
- outcome 2
- outcome 3
I would love to schedule a 15 mins chat with you to understand your goals and connect you with all the resources you need to crush your targets this year!”
I would have answered this email.
I didn’t answer the one I got.
So here’s the lesson:
If your customers are not responding to your emails, there’s a chance you are not writing compelling messages.
Take 10 minutes to write a good email instead of copying and pasting something generic.
A machine gun approach isn’t going to help you get engagement.
📥
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#csm #customersuccess #customerengagement #revops #saas
