Some superheroes wear capes, but the best Customer Success Managers wear a smile and a deep understanding of their customers' goals. They are master multitaskers, relationship builders, and problem solvers. All while making it look effortless. That sounds exhausting already!😉
If you attended the “Day in the Life of a CSM - Work Smarter Not Harder” webinar, you would have found strategies to do more with less. For those who couldn't attend, don't worry—I've got you covered with a recap (the recording will follow soon!). In the webinar, I highlighted several strategies and techniques that are simple but effective ways to drive outcomes and deliver exceptional customer success. Here are the key takeaways:
🌅 Streamline your workflow:
Make GS Home your one stop starting point from where you can conduct your day's business. Personalize it to your convenience, so your workflow is effortless whether you are attending to your tasks/CTAs, starting calls & logging activities, managing risk or tracking outcomes for a customer's goals in the Success plan.
🤝 Embrace intelligent automation and AI:
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Make AI your ally! Use AI features available, such as Customer Cheat Sheet to help prep for customer calls or Meeting Assist with Gong.io integration (Zoom integration coming soon!) that takes notes for you, adds it to your Timeline and identifies actions to be taken, risks/issues. In an early study we did at Gainsight on the time savings from Meeting Assist feature, we found that conservatively speaking we saved 1,223 hours in just 10 weeks (assuming 15 min saved per meeting)!⏳
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Take advantage of integrations with tools that your organization uses, such as, Gong.io, Zoom, Slack, and Gmail/Outlook Calendar integration. And don’t forget the Google Chrome/ MS Outlook plugin that not only can simplify crafting emails with templates but also allow you to log it to Timeline.
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Increase visibility across your organization of Gainsight data like NPS responses, goals achieved or new customers directly to Slack or MS Teams. Remember it works both ways, you can post activities from Slack/ MS Teams to Timeline and also create CTAs as well! You and your team members will extend your productivity while you are on the go!
⌛ "If it’s not in Timeline, it didn’t happen":
Make this your motto! It’s one of the easiest ways to keep everyone in the loop, from your CS leaders to cross-functional teams. Save yourself countless prep meetings by having a standard Timeline prep template and @mention your stakeholders.You’ll bring a new level of visibility to challenges, risks, and opportunities. Even if your cross functional partners are not in Gainsight you can still @mention them with notes and they will get an email with your note, global search in timeline
🙌🏼 Make friends with your GS Admin/ Ops team and be part of the solution:
It starts with you. Think about what data is not living in Gainsight that will make your life easier, what emails do you find yourself drafting over and over again? Are there CTAs or emails that could be automated to be sent on your behalf? Collaborate with your GS Admin/ Ops team & help them prioritize what's most important for you. They can help automate Release notes, webinars and events that will open up your calendar as well as make sure that your customers are getting important information in a timely manner.
💪🏼 Harness the power of a Community:
If you have a Community, make it a key part of your strategy so that your customers can self serve. A robust Community will offer them learning resources, answer questions, allow them give product feedback and enhancement ideas and, you guessed it right, find webinars & one to many events. If you don't have a Community, consider advocating for it.
Experience the power of a robust Community for yourself. If you are not already on the Gainsight Community, sign up today! In addition, its a great place to share your knowledge with your fellow CSMs and will help build your own brand.
One last note which is a personal favorite - make time every day to arm yourself with a bit of knowledge that will position you as a subject matter expert! Embracing continuous learning will multiply your efficiency plays and give you the tools to be the superhero that you have chosen to be!
I want to thank everyone who joined the webinar and contributed to the enriching discussion. Check out the recording of this session! Pass it along to your team mates or friends who could not attend.
Let's carry forward the insights gained and put them into action, revolutionizing the way we work and drive customer success. 🚀 So here's to all the incredible Customer Success Managers and their Ops teams out there - your dedication, expertise, and unwavering commitment to customer success make you true superheroes!
Do you have an idea to share on how you increased your productivity? Or do you have a burning question? Share it in this thread.
