Customer success managers should

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To ensure that customer success programs are on track, communicate with customers regularly. During these calls, customer service managers should discuss product usage, satisfaction, and any overall challenges they are facing. Playbook Every customer success team should have a playbook that outlines the company’s customer success best practices. A playbook can include procedures, benchmarks, or even scripts for the team to follow. Self-Service Content While customer success is built on relationships, self-service content is an important complement to one-on-one support. Examples of self-service customer content include technical knowledge bases, training modules that help customers learn how to use a product, and online peer communities. Remember: How you push self-service content to your customers (email drip campaigns, learning paths, chatbots) is just as important as the content itself.

Flexibility In some cases, process is necessary. But often, too many Phone Number List processes can have a detrimental effect on your customer conversations. When we prioritize process over people, we lose sight of the end goal: helping customers achieve the results they desire. If you want to thrive in a customer success role, learning to be flexible will help you hold your ground, especially when faced with on-the-ground situations and decisions. Instead of thinking of customer success as a straight and narrow path, consider all the ways you can help your customers and choose the path that best suits their unique needs. Be Resourceful Speaking of flexibility, customers may contact you with issues that may not be easily resolved.



In the face of these challenges, it is important to be resourceful. Author Todd DeWitt explains: This is a skill you have to have because you know what? You'll never have enough time, the perfect skills of your team, or a big enough budget. In this field, you will most likely be required to come up with creative solutions to meet customer needs. Empathy When customers come to your company for support or advice, they expect you to help.