The CS profession - Influence and Perception

CS leaders - your role extends beyond strategy and driving success and growth.

You can also promote the CS profession internally and positively influence the perception of the CSM’s contribution. 

How to do it? 

By collaborating and enabling internal success, these initiatives can highlight the power of the CS teams, leveraging their unique knowledge and position in front of the customers. 

Here are a few initiatives that CS senior leaders can lead inside the organization and make a difference in 2025.

1. Align CS plans with the sales team and focus on the areas where CS KPIs impact the sales revenue targets.

2. Coordinating with Marketing next year's voice-of-the-customer programs, such as customer case studies, testimonials, webinars, and customer advisory board.

3. Create, maintain, and improve cross-team knowledge sharing.  This will help to reduce knowledge gaps and better align with pre-sales, support, and product teams.

4. Consistently present the CS metrics to the board, management, and colleagues to flag the added value the CS team has on business performance 

5. Leverage AI motions and position CS in the forefront while planning with other executives the 2025 initiatives.

The CS team members are key players and can participate in, lead, and orchestrate some of the abovementioned activities. As such, they should be credited for the success of internal initiatives and other teams.

This must be a major target for CS leaders next year.