H2 is here, so, what have we learnt and what can we expect?

Back at the start of the year I made a predication that 2024 will be the year of Retention & Advocacy and I think that's turned out to be fairly accurate!

The market is extremely tough right now and 'Retaining' your customers is crucial in these challenging economic times, every industry is competitive and we are all vying for airtime with our customers but there is light at the end of the tunnel. The market is opening up and businesses are engaging, more CS roles are opening up, senior ones too which is a positive sign.

Now is the time to really celebrate your customers achievements and help them to obtain true value from your proposition, here are quick five steps/reminders to consider;

1. Deciphering what their value outcomes are, top tip below :)
2. Implement a plan, whether that be Success Plans or a shared checklist, make sure its visible and collaborative.
3. Deliver!
4. Measure, show quantifiable results against their outcomes, track progress of your plan and highlight any flight risks (if any)
5. Demonstrate & Showcase, shout them from the rooftops, show them how they have achieved their outcomes

"Top Tip - Struggle to identify Customer Value or start the conversation? Setup a collaborative whiteboard session, where everyone can out ideas on a page. You will be surprised as to what comes out, that's your starting point"

Customer Success will continue to hold a key role in business growth and rightly so as they are best placed to identify however, we must work closely with our Sales Eco-systems to ensure it is done diligently and successfully.

Customer Success is one TEAM and it is and should be a, Company Value (in my opinion)

The CS Studio - Feature Video with Eleni Vorvis - The importance of the Sales to CS handover.

We all have or are struggling with the handover form Sales right?

Well in my latest feature video, speaking with the wonderful Eleni Vorvis Customer Success Coach, Advisor & Consultant working with SaaS Start-ups | Boston Founders Forum | Women in Revenue Mentor, we delved into the topic of 'The importance of the Sales to CS handover' top tips and content to help each and everyone of you :)

Eleni Vorvis Thank you ever so much for taking the time to record this session, we could have spoken for hours upon end, I thoroughly enjoyed it and we have a new found friendship which I love.

CS News, Resources & Events

ClientSuccess recently announced its acquisition of Baton (acquired by ClientSuccess) to support Customer Onboarding and Implementation through its technology platform.

“Our customers have spoken and confirmed their desire for a unified solution to manage their entire post-sales experience, rather than bouncing between several siloed tools,” said Dave Blake, Founder/CEO of ClientSuccess. “With this move, we’re doubling down in this space by adding Baton to our suite of solutions for our customers. We’re thrilled to welcome Baton’s customers and are committed to ensuring that Baton remains a leading, standalone customer onboarding and implementation solution. At the same time, we look forward to fully integrating Baton’s powerful capabilities into the ClientSuccess platform, offering our clients an all-in-one solution for managing customer relationships – from onboarding through the entire customer journey.”

Read the full statement here

What’s next….

I would love to hit the magic 500 Subscribers number (we are at 473 so very close), so please; Like, Share & Comment, your support means a lot to me so THANK YOU!

For me personally, news comes thick and fast where, I will be starting a new CS role very soon, so keep your eyes peeled on that one.

If there is anyone out there that has a role to promote or even themselves, then I am thinking of running a spotlight section for Candidates and Business' just drop me a private message, if you think I can help in anyway :)