Episode description
Happy Thanksgiving week!
Host Todd Kirk and guest Tyler Rogers express gratitude for the often-overlooked role of CSMs, who bridge the gap between product and customer needs, manage renewals, and enhance the customer journey.
Tyler shares insights from his 15 years of experience as a CSM, emphasizing the balance of relationship management and expertise required to succeed in this role.
Takeaways
- Customer success is about building strong relationships.
- CSMs must balance empathy with product advocacy.
- Renewals are crucial for long-term customer retention.
- Effective CSMs are organized and proactive.
- The customer journey involves multiple touchpoints.
- CSMs play a key role in onboarding and support.
- Gratitude can enhance workplace relationships.
- CSMs need to be both scientists and artists.
- Transforming customers into champions is vital.
- A fulfilling CSM role contributes to a better world.
Contents
- 00:00 Introduction and Gratitude for Customer Success
- 09:43 Navigating Paperwork and Renewals
- 16:05 The Customer Journey and CSM's Role
- 21:12 Transforming Customers into Champions
Resources
Connect with Casey
Connect with Todd
Visit the show page
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred