Hi Diana, great video. I feel giving two likes but we can only give one... lol. Can you recommend any resource on course on customer success management?
well…. am i the only one who thinks there’s something odd here?!!! We are supposed to help customers be successful by their own definition and through the use of our product; if a person logs on pinterest and doesn’t pin it’s NOT THE CUSTOMER who is at risk, ITS PINTEREST!!! so be real: you are by your definition not really interested in the success of the customer but actually on the success of pinterest and the customer is just a proxy or tool for that, that’s very disingenuous- unless i m missing something…
No, the retention side is just a snippet of the relationship management that CSM are involved in. It's about focusing on the health and happiness of the customer, user, or business client. If a customer is AT RISK of leaving or dropping the app, then Pinterest would be neglectful as a business if they didn't accommodate the customer and determine what are the issues or missing features that they require to fulfill the customer's enjoyment of the app. Pinterest is providing a service, they need to honor that promise of CX (customer experience) if they want to continue as a business. The business's success is intrinsically linked to the customer's success. Businesses are becoming more customer-centric in order to prioritize the needs of the customer and align them to coincide with business needs. This is done based on customer feedback, user research, market research, and data analysis. If a customer isn't successful at using a website or app, then the business needs to diagnose what they're doing wrong on their end that is causing site traffic to drop or customers to churn. It's about listening to the customer and making sure both sides are benefiting from one another. Business owners have to make their stakeholders happy too - after all, these are their business clients aka "customers". So there needs to be a delicate balance of making sure both app users and investors are happy. Gone are the days when ONLY the stakeholders needs were prioritized, and that's bc it was discovered that primarily catering to customer needs eventually leads to higher revenue anyway. In fact, customer-centric companies save more money in escalations, retention, and advertising, when they get ahead of customer satisfaction by being proactive about potential issues, rather than reactive by putting out fires after the fact. It's cheaper to have a Customer Success Dept than it is to invest heavily in marketing, sales, and support. It's not disingenuous for businesses to want to succeed by taking care of their customers. It actually takes a compassionate business owner to recognize they need to be highly aware of the customer journey, and meet a customer's expectations as often as possible.
I just got it clearly now. Support is majorly reactive, while Success is more of being proactive.
You got it!!
I am watching this video two years later and it's so helpful. Thank you!
Just landed an interview for customer success! Thank you so much for this video !! I truly needed it :)
Super helpful video! I have a much better understanding of customer success now just from this video alone. Very well-summarized
Hi Diana!! I really love your videos! Can you please make a video about the difference between CSM versus Account Manager? Thank you!
This was SO helpful
Thanks for this video !! but you are STUNNING !!
Hi diana! Thanks for posting! I would love to know the difference between CSM vs account manager, best regards for you! Have a great week
Thank you, Jesús! I can make one down the line for sure. Thanks for the suggestion.
Great video!
Thank you, Diego!
Hi Diana, great video. I feel giving two likes but we can only give one... lol. Can you recommend any resource on course on customer success management?
Thank you.
You're the best
Do you work remote? What is your daily shift?
What is the difference between customer success manager and key account manager?
What is a salary's of CSM? From ...$ to ...$?
well…. am i the only one who thinks there’s something odd here?!!! We are supposed to help customers be successful by their own definition and through the use of our product; if a person logs on pinterest and doesn’t pin it’s NOT THE CUSTOMER who is at risk, ITS PINTEREST!!! so be real: you are by your definition not really interested in the success of the customer but actually on the success of pinterest and the customer is just a proxy or tool for that, that’s very disingenuous- unless i m missing something…
No, the retention side is just a snippet of the relationship management that CSM are involved in. It's about focusing on the health and happiness of the customer, user, or business client. If a customer is AT RISK of leaving or dropping the app, then Pinterest would be neglectful as a business if they didn't accommodate the customer and determine what are the issues or missing features that they require to fulfill the customer's enjoyment of the app. Pinterest is providing a service, they need to honor that promise of CX (customer experience) if they want to continue as a business. The business's success is intrinsically linked to the customer's success. Businesses are becoming more customer-centric in order to prioritize the needs of the customer and align them to coincide with business needs.
This is done based on customer feedback, user research, market research, and data analysis. If a customer isn't successful at using a website or app, then the business needs to diagnose what they're doing wrong on their end that is causing site traffic to drop or customers to churn. It's about listening to the customer and making sure both sides are benefiting from one another. Business owners have to make their stakeholders happy too - after all, these are their business clients aka "customers". So there needs to be a delicate balance of making sure both app users and investors are happy. Gone are the days when ONLY the stakeholders needs were prioritized, and that's bc it was discovered that primarily catering to customer needs eventually leads to higher revenue anyway.
In fact, customer-centric companies save more money in escalations, retention, and advertising, when they get ahead of customer satisfaction by being proactive about potential issues, rather than reactive by putting out fires after the fact. It's cheaper to have a Customer Success Dept than it is to invest heavily in marketing, sales, and support. It's not disingenuous for businesses to want to succeed by taking care of their customers. It actually takes a compassionate business owner to recognize they need to be highly aware of the customer journey, and meet a customer's expectations as often as possible.
are you single....
Thanks for this video. Are you using LinkedIn?
Yes! LinkedIn is a must!