Are CSMs aware of the small wins they achieve? Do they acknowledge their importance?
Many athletes consider small wins instrumental in building confidence and improving their performance and results. They continuously achieve multiple goals (“wins”) to be the first to cross the finish line.
We can derive a similar conclusion about customer engagement.
CSMs work hard for their wins. Renewals and upsells are critical milestones in the customer journey. They are a successful outcome of a well-executed customer success strategy and achieving multiple wins (achievements) mapped to the customer’s objectives and expected results.
The question is how CSMs know that they are on the right path. What are the positive indications (“wins”) to look for?
Let’s highlight a few examples.
Customer is interested in new features.
A request to integrate your product with another system or application.
Senior executive accepts an invitation and subsequently attends a QBR
Senior executive is asking to follow up on one or more topics in the next QBR
Stakeholders acknowledge the importance of the information CSM provided.
Stakeholders ask CSMs for their professional opinion about a decision they (the stakeholders) will take.
CSMs receive acknowledgment and positive feedback from the customer for their valuable contribution
The product plays a significant role in the success of a champion who just hit a key objective.
The champion introduces a stakeholder from a different team with a potential opportunity to expand the engagement.
And there are more out there, similar or different; CSM should leverage them as positive signs that they drive their customers in the right direction.
Comments