Episode description
Episode description
Stop wasting the first 5-minutes of your client calls. There are better ways to personally connect with clients, show them that you see and understand them, and then get to work on defining their ideal future state. Today we're covering practical steps for asking better questions and using active listening with your clients.
Takeaways
- Customer success managers should focus on helping customers take ownership of their own adoption and business value.
- Asking the right questions and actively listening are key skills for understanding what customers truly care about.
- CS professionals should paint a vision of future success and help customers identify their priorities and roadblocks.
- Transferring accountability to the customer and creating action plans together can drive success in SaaS relationships.
Chapters
00:00 Introduction and Background
01:00 Customer Ownership of Business Value
03:21 The Role of Challenger Selling in Customer Success
04:48 The Shift in Customer Success Focus
05:17 Asking the Right Questions for 2024 Planning
06:14 Prescriptive vs Collaborative Approach
09:01 Introductions with a Twist
10:27 Painting a Vision of Future Success
11:34 Capturing Insights and Addressing Roadblocks
13:53 Using Whiteboarding and Collaboration Tools
15:21 Asking Challenging Questions and Addressing Pain Points
18:17 Handling Questions with Unknown Answers
20:11 Preparing the Soil for Future Conversations
21:35 The Value of the Parking Lot
23:01 Identifying Opportunities for Upselling
25:23 Recap and Homework
28:43 Conclusion
Resources
Credits
Show direction: Debra Wilson
Show design: Kensie Smith