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Many customer success managers are good listeners, but the question is, are they actively listening to their customers.

Active listening is a method that allows for better connections and compassion towards others.

In this podcast episode, Mariana Magre, Head of Customer Success at Poli - shares her take on active listening and how it improved her connections with customers.

•  The definition and importance of active listening in CS.
• Explanation of an active listening example that helped Poli's customers.
• Specific questions/words to make the customer feel heard.
• How active listening strengthens the connection between customer and company.
• Useful conversational skills to administer.
• Step-by-step plan to optimize meetings with a customer.
• How you can benefit from practicing active listening.
• Recommendations for additional resources on active listening.
• Different ways to improve the team's communication skills.

A special thank-you to talented Ariel Justo, Customer Success Manager at Staysafe, who helped co-host this episode.

Listen to the full recording now!

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 Additional Resources:

📑 Blog: Customer Success Career Development
https://www.csmpractice.com/customer-success-career-development/

📑 Blog: Productivity Tips For Customer Success Teams – PART 1
https://www.csmpractice.com/productivity-tips-for-customer-success-teams-part-1/

🎥 Video: How to Handle a Price INCREASE Conversation With a Customer During RENEWALS
https://www.youtube.com/watch?v=dYMSSF3vAGc

🎥 Video: What SALES SKILLS Are Relevant For Customer Success
https://bit.ly/39NSYMj

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