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Hi CS Pros!
Are you ready to take your CS strategy to the next level? In this month’s podcast newsletter, we’re diving into how CS leaders are transforming successful customer relationships into new business opportunities.
In the latest episode of the Customer Success Pro Podcast, I had the pleasure of chatting with Ejieme Eromosele, General Manager of EMEA at Quiq, about leveraging customer advocacy to drive growth. Ejieme shared actionable insights on aligning CS with marketing and sales to fuel sustainable growth.
Key Takeaways from the Episode
1️⃣ Customer Success = Growth Driver
Ejieme redefined the role of CS, proving it’s not just about retention but also about influencing new business. By analyzing the success stories of existing customers, she’s helped her team refine their ideal customer profile (ICP) and target similar high-potential accounts.
💡 Pro Tip: Use your most successful customers as a blueprint for prospecting and sales strategies.
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2️⃣ The Flywheel Effect in Action
CS, marketing, and sales can work together to create a flywheel of growth. Ejieme emphasized embedding marketing in customer conversations to align campaigns with customer success stories. This strategy has amplified the team’s ability to win new business.
3️⃣ Early Case Studies for Advocacy
Want more customers to share their success stories? Plant the seed early. Ejieme introduces the idea of “Assumptive Advocacy,” encouraging new customers to envision themselves as advocates from day one.
💡 Pro Tip: Start conversations with, “I can’t wait to celebrate your success at an upcoming event.”
4️⃣ Framework for Revenue-Focused CS Teams
Ejieme outlined a three-step strategy for CS pros embracing commercial roles:
Leverage data: Identify triggers like increased usage or organizational changes.
Discovery-driven mindset: Always seek to understand customer goals and identify new opportunities.
Value-based storytelling: Frame upsells as unlocking new value, not just making a sale.
Are You Ready to Scale Your CS Impact?
If you’re looking to drive advocacy, boost retention, and align CS with revenue, start by:
Reviewing your top-performing customers.
Building cross-functional partnerships.
Encouraging a company-wide focus on customer value.
Have a listen to the latest podcast on Spotify, Apple Podcasts, or Youtube and make sure to let me know what you think!
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That's all for now.
I hope you’ve found this newsletter helpful. If you did, feel free to forward it to a friend or a colleague—sharing is caring! If you have any questions or suggestions, please contact us.
Cheers to your CS success,
Anika
P.S. Doors open soon for my CSM Rev Up Academy, a step-by-step coaching program designed to turn CS Pros into revenue-generating experts. Learn more here!
Free Resources
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