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Sustaining a high-performance team is critical for any company and industry. Macroeconomic headwinds continue to provide uncertainty for renewal teams and challenges to NRR. This challenge is going to continue for the foreseeable future.
At the core of driving excellence and value-driven outcomes is the CSM function; a highly motivated person leads the customer experience to success, To be a successful CSM the role requires leadership to define expectations of what good looks like. And of course, as they say, you should be thriving from good to great!
To retain customers, revenue retention, and growth of subscriptions, setting clear expectations of the CSM is absolutely critical; this is the function that drives confidence, adoption, and value to your install base.
This may sound uncomfortable. But, enforcing rigor, discipline, and best practices across your CS organization will help drive customer value and relationships and must be inspected regularly.
Here are some tips and reminders to drive the Accountability, Ownership, and Inspection (AOI) of your business.
So, everyone wins.
This infographic was provided to you by Vipul Samat, General Manager for technical and account management functions in the Customer Success organization at Veritas. Vipul has over 25 years of experience in customer support, operations, and customer success. Leading global teams across all market segments and many industries. He is also an active advisor and investor for many tech companies.
Whenever you’re ready… here are 3 ways I can help you build, optimize, or scale your Customer Success practice: