??How to unleash your value in Customer Success???

“I am afraid we have to let you go”!?? ??In today’s competitive job market, it takes more than a well-polished CV and great experience to land, perform, and expand in your role, in fact you need a whole new song and several innovative dance moves to stay ahead:?

·??????? ?? Do you know how your company measures value?? If your company is public get familiar with your company’s earnings statement and share price.? This will be published quarterly on your website under “Investor Relations”.?? It will show how profitable or not your company is and will show the revenue retention rates.?? Look at the trend over the last four years and four quarters and look at any financial forecasts that are available.?? Trending downwards is a warning sign.?

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·??????? ?? Get friendly with your sales team. If sales are not hitting forecasts for the last 3 quarters, then that’s a big warning sign of changes to come.?? The only way that companies can grow profitability is to grow sales or reduce costs. Cutting people is the easiest and quickest way to achieve profitability in the short term.

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How then can you contribute to revenue generation?? This is a question to ask to your CS leader.? But here are some tips:

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·??????? ?? Establish a qualified sales lead generation or account expansion initiatives where you jointly work with your AE team on expanding within existing accounts i.e think of different departments or other countries where you have zero penetration.?

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·??????? ??? Set up customer forums with existing chatty customers who are getting immense value with the prospects that the sales team are trying to close out.? Prospects are more likely to listen to their peers. ?I have seen in many instances where this has led to millions in closed sales.

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·??????? ?? Get visibility into the sales pipeline, as a CSM or CS leader identify current happy customers who are realizing value that can speak to similar prospects about their experience to help move the prospect further towards a buying decision.?

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·??????? ?? Your company’s position in the Gartner magic quadrant might be very important to boosting your company’s standing in the industry which in turn drives inbound and helps outbound pipeline generation.? One of the factors that drives the quadrant score is Gartner Peer Reviews.? The more positive the reviews the better.? These are reviews that the customer success team can encourage customers to complete.?

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·??????? ?? Create new service offerings that your customers would be willing to pay for.? Furthermore, don’t forget to work with your existing customers to understand what the quantifiable business outcomes and value they are accomplishing with your product so that they stay and buy more.

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?? Most importantly have your commercial mindset switched on. Customer success is all about driving growth and product stickiness. If you're not ready to dive headfirst into the commercial side of things, it might be time to reassess your career path. ?If things don’t work out do you have a plan b?

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If you want to get more clarity on your plan b don’t be afraid to reach out to me.

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??CustomerSuccess #UnlockYourValue #CommercialMindset #CareerGrowth, #SalesAlignment #RevenueGeneratio #CommercialMindset #GrowthDriven #CSLeadership #SalesEnablement #CustomerForums #GartnerMagicQuadrant #BusinessOutcomes #CareerClarity #PerformanceMetrics ?#InnovativeStrategies ?#ProfessionalDevelopment ??

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