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This is how you should be ONBOARDING a NEW CSM (Customer Success Manager)!
Manage episode 367521345 series 3460873
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In this insightful podcast episode, we dive into the world of customer success with our special guest, Sharon Zanandrais, the Manager of Customer Success Team at Take Blip, a renowned company with over 2000 employees.
Sharon has accomplished remarkable feats, rapidly building her CSM team while achieving unparalleled customer satisfaction and an impressive NRR rate. The key to her success? A meticulously crafted CSM onboarding process!
Join us as Sharon openly shares her innovative CSM onboarding framework and unveils the contributing factors behind her team's remarkable achievements. In this episode, you'll discover:
- The essential qualities of a successful CSM team: proactivity, predictability, problem-solving orientation, and a focus on customer data.
- The importance of allowing sufficient time for new CSMs to adjust during the onboarding process.
- Strategies for making impactful CSM hires, including the need for excellent communication skills and expertise in your product or technology.
- The significance of adaptability in a team leader, enabling them to stay competitive amidst industry changes.
Tune in to gain valuable insights and practical tips from Sharon Zanandrais, and learn how to set your CSM team on the path to unprecedented success. Get ready to unlock the full potential of your customer success initiatives in this enlightening podcast episode!
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Additional Resources:
🎥 Video: Proving the VALUE of Your CUSTOMER SUCCESS Team
https://bit.ly/3tIj4HF
🎥 Video: 2021 HIGH PERFORMING Customer Success Teams
https://bit.ly/3Hzmsdz
📑 Blog: 10 Traits of High Performing Customer Success Teams
https://bit.ly/3bk3VGt
📑 Blog:Productivity Tips For Customer Success Teams – PART 1
https://bit.ly/3PSLwAi
📑 Blog: Productivity Tips For Customer Success Teams – PART 2
https://bit.ly/3z42y8l
⏬ Infographic: 10 Traits of Highly Performing Customer Success Teams
https://bit.ly/48rZzFz
⏬ Research results: High Performing Customer Success Teams
https://bit.ly/3V2mXWG
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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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📌 Visit our Website - CSM Practice
📌 Sign up for our Newsletter
Chapters
1. Intro (00:00:00)
2. Brief Introduction (00:01:26)
3. High-performing teams (00:02:57)
4. Proactive CSMs (00:05:25)
5. Onboarding Program (00:06:34)
6. New Hire Orientation (00:08:59)
7. Training Program (00:08:59)
8. Team Performance Factors (00:13:53)
9. CS Responsibilities (00:17:53)
87 episodes
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