Perry Monaco, Head of Customer Success at LinkedIn, Canada
Don't have time to listen to the full podcast with Perry? No worries!
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
Key quotes (play the relevant audio link to hear Perry expand on each point):
A mature organisation has to envision what scalability looks like. My biggest cautionary tone to a lot of newer organisations is....if you don't focus on that concept of how are we going to scale when we have 40 customers now versus 4000 customers in a couple of years, you're going to cause a lot of disruption to both your customer base but also to the CSM itself.
The one thing that I like to mention all the time is that we should not be delighting our customers. I don't think that that is the best route to achieving the goals of Customer Success and ultimately the growth of your business.
We shouldn't focus on delighting the customer but focus on that long-term play. That ability that we have to form a long term relationship with the customer and become a true partner solving a business problem - especially if your solution is not mission critical....Ultimately you should be focused on solving that business problem for the customer and the delight aspect will come along.
If you are spending all of your time with those customers that are reaching out to you proactively then how many customers are you actually leaving behind that are not reaching out to you - that's a harder nut to crack.
So for me it's all about being as proactive as possible and being able to prioritise your book of business so that you're in control, you're reaching out more often to the people that you want to speak to versus the customers that want to speak to you and controlling your agenda.
Never take for granted that your customer is going to be a customer tomorrow. You don't want to live in a state of panic or a state of extreme anxiety but at the same time you never want to rest on your laurels either.
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):
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