Видео 267
Просмотров 88 316

Supporting Employee Well-Being and Mental Health

1:11:49

Becoming an Internal Change Agent

1:13:53

Enhancing Your Team's Capabilities Through Skill Development

1:09:43

Leading vs. Lagging KPIs

1:14:31

Managing Customer Feedback

1:13:42

Diverse Paths to Success: Service

58:58

Working Effectively with Product Teams

For Customer Success Managers, effectively collaborating with the Product team is vital to company growth. By working closely with the Product team, CSMs can help prioritize features, resolve issues, and refine the product roadmap based on real-world customer insights.
In this CSM Mastermind, host Andrew Marks and three Customer Success professionals--Ariel Benzakein, Jasmine Reynolds, and Dr. Mike Lee-discuss how to effectively work with product teams.
During the live event, the panelists discussed:
- Effective ways for CSMs to communicate and frame customer feedback to the Product team
- Challenges that arise when working with Product teams, and how can CSMs overcome them
- Tools or platform...

Видео

Supporting Employee Well-Being and Mental Health

1:11:49

Supporting Employee Well-Being and Mental Health

Просмотров 4421 день назад

In today’s high-pressure business environment, supporting the mental health and well-being of Customer Success teams is a critical responsibility for CS leaders. By implementing effective strategies to support mental health, CS leaders can ensure that their teams remain engaged, motivated, and resilient, leading to better performance and customer outcomes. In this CS Leadership Roundtable, host...

1:13:53

Becoming an Internal Change Agent

Просмотров 161Месяц назад

Customer Success Managers are increasingly expected to act as change agents within their organizations. Because CSMs are on the front lines, directly engaging with customers and gathering valuable insights, their unique perspective allows them to identify areas for improvement and advocate for change that benefits both the customer and the company. In this CSM Mastermind, host Andrew Marks and ...

Enhancing Your Team's Capabilities Through Skill Development

1:09:43

Enhancing Your Team's Capabilities Through Skill Development

Просмотров 93Месяц назад

One of the most critical responsibilities for CS leaders is ensuring that their teams keep pace with change. As customer needs, technologies, and business models shift, the skills that drive customer success must evolve in tandem. By continuously refining and updating training programs, organizations can ensure their CS teams are equipped to meet the challenges of tomorrow. In this CS Leadershi...

1:14:31

Leading vs. Lagging KPIs

Просмотров 1882 месяца назад

Understanding the importance of leading and lagging key performance indicators (KPIs), and knowing how they differ, is crucial for any Customer Success professional. By addressing these two types of KPIs, CSMs can not only monitor and assess their current strategies but also proactively adjust their actions to influence future outcomes and agilely respond to changing customer needs and market c...

1:13:42

Managing Customer Feedback

Просмотров 1202 месяца назад

Customer feedback is a critical tool for Customer Success leaders, offering valuable insights into company performance and customer satisfaction. By collecting, analyzing, and acting on this feedback, businesses can proactively address issues, enhance the customer experience, and build loyalty. In this CS Leadership Roundtable, host Andrew Marks and three Customer Success professionals Dana Soz...

58:58

Diverse Paths to Success: Service

Просмотров 603 месяца назад

Customer Success offers a dynamic and fulfilling career path, providing opportunities to build lasting relationships, drive tangible business outcomes, and foster professional growth. For professionals transitioning from Customer Service, Customer Success roles leverage their customer-centric skills while opening new avenues for career advancement and personal development. In this Diversity in ...

1:00:21

Collaborating with Internal Teams

Просмотров 1213 месяца назад

Effective collaboration between Customer Success and other departments is essential for delivering a cohesive and high-quality customer experience. Working with other departments can help break down silos, foster a culture of teamwork, and drive better outcomes for customers and the organization. In this CSM Mastermind, host Angelika O'Reilly and three Customer Success professionals Celia Gouve...

1:13:21

Utilizing Data Analytics and Insights

Просмотров 1723 месяца назад

The ability to analyze and act upon customer data is a game-changer for Customer Success teams. By harnessing the power of data analytics, CS leaders can gain deeper insights into customer behavior, preferences, and needs, allowing for more informed decision-making and the ability to deliver personalized, impactful customer interactions. In this CS Leadership Roundtable, host Andrew Marks and t...

1:15:18

Fast-Tracking Your Professional Growth

Просмотров 1984 месяца назад

Navigating a career in Customer Success offers numerous opportunities for growth and advancement. However, this requires a strategic approach, continuous learning, and demonstrating value within your organization. In this CSM Mastermind, Host Andrew Marks and three CS pros-Carly Agar, Maranda Dziekonski, and Sara Roberts-discussed: -The key skills that individuals should develop to advance in C...

Fostering Cross-Functional Collaboration

1:15:04

Fostering Cross-Functional Collaboration

Просмотров 1784 месяца назад

Delivering outstanding customer experiences requires more than just a dedicated Customer Success team. It demands collaboration across various departments, including Sales, Marketing, Product Development, and Support. Watch this webinar replay to gain tools and insights on creating a cross-department, collaborative environment that enhances the customer experience and drives organizational succ...

1:15:14

Aligning and Managing Expectations

Просмотров 2745 месяцев назад

The difference between a loyal customer and one who churns often hinges on how well their expectations are managed. Therefore, the ability to accurately gauge and meet customer expectations has become a cornerstone of sustainable success. In this CSM Mastermind, host Andrew Marks and three Customer Success professionals Alexander Glick, Dimple Billimoria, and Mohammed Alqaq discussed: - How to ...

Transforming Customer Success with Digital Technologies

1:13:31

Transforming Customer Success with Digital Technologies

Просмотров 2235 месяцев назад

From AI and machine learning to CRM systems and automation tools, there are many digital innovations to explore that can transform your Customer Success strategy. This CS Leadership Roundtable session is crucial for leaders aiming to improve their team’s productivity and provide exceptional customer experiences that foster loyalty and drive growth. In this webinar, host Andrew Marks and three C...

Building Customer Relationships Virtually

1:15:48

Building Customer Relationships Virtually

Просмотров 4196 месяцев назад

Building and maintaining strong customer relationships in a virtual environment is challenging. That being said, the shift to digital interaction has made virtual customer engagement more important than ever. Leveraging technology, communication skills, and personalized approaches help to create meaningful connections with customers. In this CSM Mastermind, host Andrew Marks and three Customer ...

1:25:40

Driving Adoption with Change Management

Просмотров 3136 месяцев назад

In today's rapidly evolving business landscapes, effective change management strategies are crucial to customer adoption and success. It’s a CS professional’s job to guide customers through transitions and ensure they adapt to new products, services, or system changes. Adept change management not only facilitates smoother product adoption but also enhances overall customer satisfaction and succ...