It all depends

Ep #11 | The Role of Data in CSMing

Listen Later

Summary

In this episode of the It All Depends podcast, host Prash speaks with Sam Kraus, a Customer Success Manager at Quantiv. They discuss the intricacies of customer success management, including the responsibilities of a CSM, the importance of prioritization, essential skills like diplomacy, and strategies for handling difficult conversations. Sam shares insights on daily habits, effective note-taking, and the significance of collaboration with account executives. The conversation also touches on learning from failures and the importance of formalizing processes within customer success teams.


Takeaways

  • Customer success is about understanding client needs.
  • Prioritization is key to effective customer management.
  • Diplomacy helps in delivering bad news to clients.
  • Transparency builds trust during difficult conversations.
  • Daily routines can vary greatly for CSMs.
  • Data-driven decisions enhance customer success efforts.
  • Formalizing processes improves collaboration between teams.
  • Learning from failures is crucial for growth.
  • Collaboration with sales is essential for client success.
  • Engaging with the customer is vital for understanding their goals.


    • Chapters

    00:00 Introduction

    01:12 About Quantiv and the OKR methodology

    04:24 Collaboration with Account Executives

    05:19 Number of customers and onboarding

    07:44 Prioritization and the 80/20 rule

    09:11 Diplomacy as a skill in customer success

    11:20 Skills for success as a CSM

    13:50 Approaching difficult conversations

    15:48 Daily habits and calendar management

    21:45 Working with Account Executives

    30:15 Learning from failures

    33:40 Recommendation for next guest

    35:37 Closing remarks

    35:37 Podcast Video Intro YT.mp4




    ...more
    View all episodesView all episodes
    Download on the App Store
    It all dependsBy It all depends