Doing More With Less: What Does That Even Mean?

Doing More With Less: What Does That Even Mean?

As a customer success manager (CSM) you know the importance of striking that delicate balance between engaging with customers and achieving your business objectives. You’re also aware, however, of how easy it can be to get caught up in administrative paperwork and end up spending too much time on processes that don’t actually add value for customers. On top of that the phrase "Do more with less" keeps coming down the management pipeline! As an industry professional, you understand to take advantage of lean workloads to streamline operations and maximize productivity along with having meaningful interactions with customers. And while practical advice has definitely been floating around online about this topic lately—how do you ensure Customer Success managers are being proactive by optimizing their effectiveness instead of just getting through every day? This blog post dives into actionable tips to help any CSM do more with less while still delivering exemplary service to all customers.

Say What!?!?!?

We have all been in a situation where we have sat across the table/desk/computer with someone who is selling us something or advocating for the use of something. We make a decision based on the information that person provides along with research we have done on our own. We ask if the product or service is useful, will it add value to my business/life, is it easy to use, and many other questions during the decision-making process. Once we make the purchase and start using the product or service is when we start evaluating our decisions. There is NOTHING worse than being sold something that promises to do one thing but doesn't! Sometimes the salesperson inflates the use of the product and sometimes there are lapses in communication, but either way, I am now an angry customer! Where is the WOW factor I was shown during the sales process? Where did all the value go that made me make this purchase?

This is why setting realistic expectations from the start is crucial for success. It's like knowing the boundaries of a playing field before you begin the game. Understanding how much time and effort you can invest in a project will help you stay on track and avoid burnout. It's tempting to take on the world and try to accomplish everything at once, but that's a recipe for disaster. Instead, focus on your goals, prioritize your tasks, and work smarter, not harder. Remember, Rome wasn't built in a day, and neither will your project. So take a deep breath, pace yourself, and get ready to crush those goals!

Get Friendly!

Ah, customer data - the treasure trove of information that can help businesses understand their audience on a whole new level. But let's be real, it's not always easy sifting through all that data. That's where the real magic comes in - the ability to analyze and extract insights that shed light on customer behavior and needs. With the right tools and a bit of wit, businesses can anticipate those needs before they even arise. It's like having a crystal ball, but instead of seeing the future, you're seeing what your customers want before they even know it themselves. And that's a pretty powerful thing. By using tools like Pendo, Salesforce, Intercom, ZenDesk, Gainsight, or a plethora of other handy tools out there, you can start to see trends in user behavior and start connecting the dots about what a successful customer looks like versus one that is trending to churn. Salesforce can teach us a lot about user behavior and customer trends. Salesforce has been able to sift through all of their user data and can sport churn warning signs NINE MONTHS in advance! Imagine how powerful that is in a SaaS model!

If you have not started viewing analytics yet the first thing you want to do is compare churned customers to successful ones. What features are both segments using? Which features are they not using? Compare the customer journey: did one have a guided onboarding while the other had an LMS onboarding? Find the differences between your churned segment and your top clients and you will see trends in usage. This information will allow you to tweak processes in favor of successful outcomes. Do you need to do better at highlighting a certain feature your successful clients are utilizing? Do you need to revamp training and self-help docs? Do you need to tackle tricky processes earlier in the customer life cycle or introduce them later? It's all in the data!

Next Stop: Automation Station

Let's be real - no one wants to spend their entire workday manually completing repetitive tasks. That's where automation comes in. With technology at our fingertips, it's time to leverage it to streamline those mundane processes. (Here's looking at you Chat-GPT) Imagine scheduling follow-up calls or surveys with the click of a button, instead of having to tediously enter each appointment into your calendar. And don't even get me started on the time-saving capabilities of sending out special offers with just a few keystrokes. So, let's ditch the old-school methods and embrace the power of automation. Your time and sanity will thank you.

Chat-GPT and the emerging AI technology are giving us PLENTY of opportunities to automate. Need to draft an email? Pop it into Chat-GPT and edit it instead of starting from scratch. Do you get many of the same questions often from clients? Create an FAQ of email templates that you can copy/paste and then tweak for customization. Need to schedule a call? Send your Calendly link and let the customer choose from your available time instead of emailing back and forth. Have a ton of client-facing meetings you need to summarize? Use www.meetjamie.ai to get AI to summarize for you. You get the idea! Keep up to date with time-saving tools and use/automate wherever you can in your workflow! That extra time can be used to create value for your clients instead of doing repetitive tasks!

WOW Them!

Relationships are like plants - they need care, attention, and a little sprinkle of humor to thrive. That's why it's important to use existing customer relationships as seeds to cultivate new ones. But how can you keep those existing relationships strong? One way is by offering personalized experiences that make your customers feel seen and appreciated. If you meet with Joe today and he talks about how awful his morning was because he had to skip his coffee, send him a Starbucks card and tell him to have a double tomorrow on you! If Nina comes into the meeting and says she's feeling a little stressed and overwhelmed by the project, send her an email with a YouTube video of puppies doing their puppy things to get her mind off the stressful task and replenish the dopamine with puppies! Here it is about going the extra mile, showing your clients that it's you have an actual human connection and everything is NOT just about your product or service. A little bit of making someone feel seen goes a long way!

Another way to "WOW" your clients is by providing opportunities for feedback AND LISTEN! This shows that you value their opinion and are willing to listen to any pain points about the new product or service. Yes, I realize we may not want to hear what they're saying, but they may have an enhancement to your product/service that will appeal to many and could make your product/service even better! I realize that we are cheerleaders for our products, but sometimes we need to hear negative feedback to truly be great. As a CSM it is important to be diplomatic when passing this feedback along. You don't want to go tell the devs their baby is ugly when they just need to brush its hair. Relationships both client-facing and cross-functional are key to everyone's success, So, let's plant those seeds, water them with a dash of wit, and watch our relationships grow!

Celebrate Good Times...

Firstly, if you did not sing that title OR say "Come On" in your head, you may be dead inside and REALLY need to read this section.

You know what they say - you gotta celebrate the wins, no matter how small they may seem. So, when your team scores that big client or finally fixes that pesky bug, make sure to pop some champagne, blast some tunes, and give each other a well-deserved high five (or socially distanced air high five, depending on the situation). Not only does celebrating successes boost morale and keep motivation high, but it also reminds your team that they're part of something bigger - a group of badass individuals working together towards a common goal. So go ahead, let loose, laugh, and have some fun with your team. After all, work hard, play hard, right?

Interwebs

Let's be real, no one knows everything. But luckily, we don't have to! With the plethora of online training programs and industry communities, there's no excuse not to take advantage of external resources. Don't let your pride or ego stop you from expanding your knowledge and learning from experts in the field. These resources offer insights on everything from best practices to the latest trends, and can ultimately help you succeed in your career or business. So why not utilize them?

There are a ton of CS communities you can find on LinkedIn and Facebook to join and keep up with trends and best practices. You have sites like Coursera and Udemy that offer an affordable options for certifications and career advancement learning. I learn a TON from CS influencers on various social media platforms including LinkedIn, TikTok, Facebook, etc. Sometimes they are informational, but sometimes they make our pain points humorous so we can laugh about our struggles. No matter your learning style, It's as easy as a few clicks and a willingness to learn to advance your career. Trust me, your future self will thank you.

Wrapping up, it’s clear that customer success managers have to do more with less. To make it easier take the time to set realistic expectations, analyze customer data and automate where possible. It’s also important to establish relationships with your customers and recognize their wins with your team. Additionally, don't forget to use available resources like benchmarking tools and customer analytics to inform decisions. Taking actionable steps from the list above will help any CSM improve engagement and maximize success without having to work themselves to death. So when you're trying to “Do Less With More” get creative! What are your tips? Let me know in the comments below – I'm all ears!