The not-so-obvious part of Customer Success
My passion for Customer Success is no news. There are a lot of known aspects that are talked about, but I've been thinking about the (let's call it) "silent" part of the whole CS field, the "not-so-obvious" one. So I asked myself two questions:
1). What is overlooked in Customer Success??
A. Emotional Intelligence
The emotional labor level involved in the job is incredibly high. CS professionals are responsible for building customer relationships, understanding their needs and goals, and supporting them on their journey to success. This can be emotionally taxing, requiring high empathy and emotional intelligence.
CS people must navigate a wide range of customer emotions, including frustration, disappointment, and anger. They must remain calm and composed while also being responsive and helpful. This can be challenging, as dealing with difficult customer situations can be draining and take a toll on a person's emotional well-being.
In addition, CS professionals often have to deal with high-pressure situations, such as when a customer is at risk of churning or when a significant issue affects multiple customers. This can add to the emotional pressure involved in the job.
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Despite these challenges, CSMs are often passionate about their work and find it rewarding to help customers succeed. Companies need to recognize the emotional labor involved in Customer Success and provide support and resources to help their teams manage stress and avoid burnout.
B. Self-Service and Self-Education
Providing educational content, tutorials, guides, and resources can empower customers to get the most out of your offerings. However, this aspect is sometimes overlooked, leaving customers to figure things out on their own. By offering easily accessible resources, you can enable self-service and empower customers to troubleshoot common issues or learn new features.
2). What is the biggest secret to Customer Success?
After thinking for a couple of days about what color would suit the CS field better, I decided: CS professionals are pink-minded people, meaning that we always consider other people's feelings, care for them, put kindness at the base of any relationship we build, and nurture both business relationships and especially the human bond.?Yeah, we are THAT cool :)
Senior Customer Success Manager | Empowering Clients to Reach New Heights by Unlocking Top Talent ?? | Specialized in Unveiling Hidden Client Goals with Active Listening and Empathetic Insights ??
1 年Thanks for sharing Delia V., you're absolutely right! As a CSM, building strong and meaningful relationships with customers is essential, and emotional intelligence plays a significant role in achieving that. By being emotionally intelligent, CSMs can listen actively, ask relevant questions, and provide clear responses. Furthermore, CSMs who can put themselves in their customers' shoes can better understand their challenges, goals, and pain points. This understanding allows CSMs to provide personalized and tailored solutions, ultimately leading to higher customer satisfaction.
Customer Success Thought Leader | 2024 Most Creative 25 CS Leaders by EverAfter | 2024 Top 25 CS Influencer by SuccessHACKER | Sr CSM-Strategic @ Camunda | DEIB Advocate | Mentor | Speaker
1 年Loving your articles , Delia. Also, we are due for another 1:1 CS chat ??
Communications Supervising Officer | CCSP | L&D - HR
1 年Emotional Intelligence, a very important point you noted there. It enables CS professional to establish a closer connection with clients and deliver superior service catered to each one's requirements. It also makes it easier to deal with clients who are in challenging or unpleasant circumstances. i.e. an irate customer. Thanks for sharing Delia V.
Customer Success Manager | B2B | CMRL | Account Management | Client Relations | Articulate Communication | Collaborative Professional | SaaS | Operations | Retention | Fintech
1 年As a Custimer Sucesss Associate, I speak with customers on daily basis. I second all the points mentioned above.