Chat GPT Writes a Customer Success Newsletter

In this edition of Customer Success Monthly, I am going to leverage Chat GPT to see how it can help in the writing process for something like this.?Throughout I will mention what is created through that system and what I create from scratch.?As is tradition, I am going to start off with a question but this time let Chat GPT take the first swing.

Question!

How can you use Chat GPT to make you a better Customer Success Manager?

Chat GPT Answer:

As a Customer Success Manager, Chat GPT can help you in several ways to improve your performance. Here are some ways that Chat GPT can assist you in becoming a better Customer Success Manager:

1.??????Improve Communication: Chat GPT can help you improve your communication skills by suggesting the most effective ways to respond to your customers' inquiries or concerns. With its natural language processing capabilities, Chat GPT can assist you in drafting professional and helpful responses to customer inquiries, which can enhance their experience and satisfaction.

2.??????Enhance Problem-Solving Skills: As a Customer Success Manager, it is your responsibility to resolve any customer issues effectively. Chat GPT can help you enhance your problem-solving skills by providing you with relevant information and potential solutions to customer problems. It can also help you identify patterns in customer issues and provide you with insights into how to address them.

3.??????Identify Customer Needs: Chat GPT can help you identify customer needs by analyzing customer interactions and identifying patterns in their behavior. This information can help you better understand your customers' needs and preferences, allowing you to provide them with more personalized and relevant solutions.

4.??????Increase Efficiency: Chat GPT can save you time by automating some of the routine tasks you perform as a Customer Success Manager. For instance, it can help you answer common customer queries, allowing you to focus on more complex issues.

5.??????Develop Customer Retention Strategies: Chat GPT can assist you in developing customer retention strategies by providing you with insights into customer behavior and trends. This information can help you identify areas where your product or service can be improved to increase customer satisfaction and loyalty.

In summary, Chat GPT can help you improve your communication skills, problem-solving skills, identify customer needs, increase efficiency, and develop customer retention strategies. With these tools, you can become a better Customer Success Manager and provide the best possible experience for your customers.

My Answer:

I think all these situations are great usages of the platform to help us be better at our jobs.?I have found that creating themes and trends from a large amount of information has been a helpful way to use Chat GPT in my current role.?To build on this, I am going to use the system to create the Insight! section with a look back at recapping the #AskCustomerSuccess interviews.?This time around KPIs for CSMs.

Insights from Chat GPT!

Based on these interviews, it appears that the main goals and KPIs for Customer Success Managers (CSMs) are centered around customer satisfaction, retention, and revenue growth. The specific metrics used to measure success vary by company and team, but generally include Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), Annual Recurring Revenue (ARR), and Net Dollar Retention.

In addition to these metrics, CSMs are also focused on ensuring that customers are able to successfully use the product or service they've purchased, and that they receive world-class support when needed. This may involve technical support, training, or advocacy for product enhancements on behalf of customers.

Overall, it seems that the success of a CSM team is closely tied to the overall health and happiness of their customers. By driving advocacy, renewals, and upsells, as well as providing exceptional support and training, CSMs can help ensure that customers continue to see the value in their product or service and remain loyal to the company over time.

Insights from Me!

Chat GPT did a great job creating the above section.?I agree with basically everything it says, and it matches up well with the interviews. From my reading through the interviews, I think the biggest similarity that stood out was that most teams used CSAT or NPS scores to help measure their success with their customers.?This is true for my current team as well as I think many companies are trying to correlate CSM type work with the happiness/satisfaction of their customers.

One of the differences I see between the teams was their relationship with revenue.?While some teams mention ARR and Net Dollar Retention, many others stayed away from this and focused more on CSAT or other internal metrics.?I will caveat that with that fact that 60% of the interviewees were LinkedIn employees who are not tied to revenue so may not be a perfect sample.

5 LinkedIn Posts I Found Interesting This Month!

I am going to cheat on this first one and share my own post (don’t worry, you’ll still get five more) as I am looking for some feedback on using inSided (Acquired by Gainsight) so would love for you to share your experience if you have used the platform.

Gainsight posted a video from Tyler McNally about why ChatGPT won’t replace CSMs.

Lena Klein?? Klein share about her early days as a LinkedIn CSM and how to embrace being the expert even when you are new.

Ashvin Vaidyanathan shares his thoughts on a post from Nick Mehta about the root cause of churn and how to find it.

Carly Agar shares the 5 things she would do if she was starting as a CSM today to have better customer conversations.

Marija Skobe-Pilley talks about getting promoted and where you should focus your energy around this.