Method’s Post

Customer success isn't all sunshine and rainbows. It's a tough gig. Most people think it's all about keeping customers happy, but it's so much more than that. It's about understanding their needs, their pain points, and their goals. You have to be able to anticipate problems before they occur. And when they do occur, you have to be the one to solve them. You have to be a good listener, a problem solver, and a strategist. You have to be patient, empathetic, and resilient. Most importantly, you have to be able to handle pressure. Let me know what you think about the video below

⭐ Customer Success: More Than Just Numbers ⭐ At Hostinger, we believe customer success is more than just impressive numbers. While great results are important, our core principle is Customer Obsession, and every team member—not just our customer success team — works tirelessly toward this goal. ✨ Take our "Meet the Customer" initiative, for example. Recently, our People Team visited Italy to meet Graziella from La Scarpetta della Speziale. This initiative is about more than meeting clients; it’s about supporting their businesses and gathering valuable feedback to improve our services. It's one of many efforts we undertake to ensure our customers’ success, and we don’t plan to stop anytime soon. 🤩 Our Customer Success team is the driving force behind Hostinger's achievements. Without them, we wouldn't have reached the milestones we once only dreamed of. 🚀⭐️ Do you want to join a team that is central to our company's success and help us achieve even bigger goals? Apply now to be part of Hostinger's Customer Success team (or apply to other positions) here - https://lnkd.in/eCimgYzw

what actually is customer success!? Caught up with old mate George Blackburn recently who now finds himself living and working in New Zealand as a Customers Success Manager so I attemped to answer that exact question... See below a snippet of our chat re Customer Success and full episode in the comments

Customer Success Gone Wild in 2024? Hell No! More Like ...... Customer Success Managers are lazily following prior year trends as to what hope everyone just forgets ? Customers are making plans to leave and we are sitting in that backroom waiting to get fired and let it all fall apart? That isn't my style of course. I was up at 3 Am burning the midnight oil creating a Customer Success playbook for collaboration and brainstorming purposes but well, I of course need t secure a position and a team first. So I'll leave you with these numbers and simply HOPE that you do something today that makes others so ( primarily the customers) go " WOW"!!! The new study releases shows 57% of customers are not satisfied with their providers service. And they certainly have caught on quick and aren't impressed because of the 57% , 30% are right now thinking of simply walking out and heading straight to the competition for dinner. The numbers are here. Now it's time to brainstorm. It's imperative. Let's go at it and make the magic happen and then burn be gone.

🌟 Customer Success professionals juggle a world of proactive outreach, reactive problem-solving, and strategic planning. They're the friendly faces (or voices) behind the scenes, ensuring customers not only get the most out of a product, but also see its value in achieving their goals. ➡ Today, we're going behind the scenes with a Q&A session featuring our Customer Success Specialist, Phil Stephens. We dive into what a typical day looks like for Phil, the challenges he tackles, and the most rewarding aspects of the job.

Customer Success Management is such a vibrant industry filled with passionate individuals. It is fascinating to see the many different vantage points of how the concept is viewed and implemented. From the original inception, the intent was for it to be a philosophy - a corporate goal - not a department. At Vantive, we designed the company systems and behaviors to ensure the success of our customers. It was not just one department. The Customer Success Manager led the corporate efforts and was known to have the greatest command of the resources within Vantive. Each Customer Success Team included members of all departments within Vantive and from the Customer's organization creating a virtual corporation to drive toward the customer's defined goals. Find attached my recollection of our efforts and our intentions when the concept was originally founded. https://lnkd.in/gg3zU7S4 #customersuccess,#customersuccessmanagement

6 bad habits that cost CSMs a fortune. As a Customer Success Manager, time is your most scarce resource. It’s one of the toughest challenges to understand how to spend it effectively. Here are 6 things you need to stop doing asap: 1. Resolving customer support tickets 2. Skipping discoveries 3. Avoiding customer conversations 4. Not tracking customer outcomes 5. Re-engaging non-responsive customers 6. Fighting inevitable churn It’s a tough time to be a customer success manager. But at the same time, it’s a golden opportunity to prove your value once and for all. Start by eliminating all the time-wasting activities in your everyday work. PS: Learn more in this episode of my free newsletter https://lnkd.in/d5mFktBB

Time spent with your customers is the game changer for all CSMs. It is the most simple yet effective strategy for building trust and aligning on your value proposition

What makes a great customer success team is their relentless focus on generating ROI for their customers. It's not how fast they respond, how many QBRs you do, or how many gifts you send (sure those are all important) ... but it's how dedicated the team to getting them to see success. You almost have to be a little ruthless about it at times. I took a few minutes to write up how incredible our customer success team at Tourial is at doing just that. They zero in on providing ROI for our customers 🎯 And it's so important in a new category to especially apply this philosophy even harder. Check out the article 👇

As a Customer Success Manager, it's important to recognize that each customer brings their own set of experiences, expectations, and challenges to the table. They may have different levels of familiarity with your product, different business objectives, and diverse workflows. Therefore, it's crucial to tailor your guidance and support to their specific needs and circumstances ✨🌟 To make the journey towards success as least overwhelming as possible, my favorite technique is as follows: 1. Personalized Communication 2. Focusing on Priorities 3. Providing constant Recommendations 4. Offering ongoing Support 5. Always Celebrate Milestones By approaching your customer with empathy, flexibility, and focus, you can easily accompany your customer towards success..