- The Customer Success Pro's Newsletter
- Posts
- The Customer Success Pro - August 2023 Newsletter
The Customer Success Pro - August 2023 Newsletter
The Customer Success Pro - August 2023 Newsletter
Anika Zubair
August 31, 2023
Welcome to the Customer Success Pro Newsletter!
This newsletter is for anyone who is interested in learning more about becoming a Customer Success Pro. This is the first of the monthly newsletters and I am so grateful that you took the time to subscribe. Really, THANK YOU!Each month we will cover a number of different topics that are relevant to Customer success.This month we will cover:1️⃣ The hot trends in CS in August 2023 (hint it has a lot to do with AI) 2️⃣ Monthly CS pro Tip: Job tips for anyone interviewing in CS 3️⃣ Podcast of the month: How to become the best CSM of the yearEach month there will be new content shared to help you propel your customer success career forward.
🔥 Hot Trends in Customer Success this month 🔥
The growing importance of customer advocacy. Customer advocacy is the process of turning customers into promoters of your product or service. Customer success teams are increasingly focusing on customer advocacy in order to attract new customers and grow their business. Now with the economic turbulence, it is becoming so abundantly clear that you no longer have to just focus on customers not churning, but also on how to make them advocates so that they can help you in your sales and upsells of other clients.
The focus is on customer experience. Customer experience is becoming increasingly important in the age of digital transformation. Customer success teams are focused on providing a seamless and personalized customer experience across all channels and across all stages of the customer journey. It is now critical to focus on every step of a customer's journey from when they first become an MQL (marketing qualified lead) to when they are renewing with your product.
The use of automation and AI. Customer success teams are increasingly using automation and AI to improve their efficiency and effectiveness. This includes using automation to handle routine tasks, such as customer onboarding and renewals, and using AI to identify at-risk customers and provide personalized recommendations. But AI should also be used in daily tasks to make the life of a CSM easier. There is a simple formula, below you should be following when creating an AI prompt. ⬇️
👩🏽💼 Monthly CS Pro Tip: Pro Interviewing 👨🏻💼
When interviewing for any role, whether it is a CSM role or a VP of CS role, copy the job description of what the company is looking for in this role and then write a one-liner example of how you have done this requirement in a previous role. This might seem obvious, but hear me out. When you are being interviewed most people want to share every role and every KPI they have hit. All of this is wonderful and you might have a huge list of accomplishments, but all that matters to the person interviewing you is what they are looking for in the role they are hiring for. Also, remember you only really have about 10-15 minutes to convince this person you are the right candidate for this role. So be very direct and to the point.
This might sound simple enough, but even when the interviewer asks you for a summary of your previous jobs and responsibilities ONLY speak of the responsibilities and KPIs that matter to the role you are currently applying for based on the requirements in the job description. You might have time later in the interview process to elaborate on your specific projects, or maybe your interviewer asks you for more detail, but create your script, practice it, and keep it to the point!
🎙️Podcast: How to become the best CSM 🎙️
That's all for this month!
We hope you'll find this newsletter informative and helpful. If you did find it helpful feel free to forward it to a friend or a colleague, sharing is caring! If you have any questions or suggestions, please feel free to contact us.
Thanks for reading,Anika ZubairThe Customer Success Pro
