Golden questions & golden silence: Using questions to build more focused client relationships - podcast episode cover

Golden questions & golden silence: Using questions to build more focused client relationships

Mar 19, 202429 minTranscript available on Metacast
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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

⁠⁠Connect with Casey⁠⁠

⁠⁠Connect with Todd⁠⁠

⁠⁠Visit the show page⁠⁠

⁠⁠Get to know BrainStorm⁠

Credits

Show direction: ⁠Debra Wilson⁠

Show design: ⁠⁠Kensie Smith⁠