Educating customers on how a product works or is used is one of the activities that Customer Success Managers do. Adding new customers to the portfolio is one of their primary responsibilities.
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Tracking Renewals
On the one hand, a CSM's performance must be focused on creating loyal customers around the product, so the issue of renewals is fundamental.
This role must ensure that they know when customers' products or services usa business email list expire, whether it's weekly, monthly, or yearly . As you can see, follow-up is essential to getting customers to renew a contract.
Without doing this, the CSM will only increase customer churn, which can have negative effects on ROI.
Encourage Up Selling and Cross Selling
After establishing a good relationship with customers, they will likely increase their trust in the CSM's recommendations.
Therefore, generating additional sales and cross-selling is ideal in this case and that is another of the responsibilities of this role.
You can recommend higher-cost or higher-quality products, depending on the needs of the users, or offer a complement that makes the satisfaction of the need even greater.
Developing Relationships Between Customers and the Support Team
Technical issues or any situation related to the operation of the product should go directly to the support team. This is why the relationship between this team and the customer should be fostered by the CSM.
Becoming the Voice of the Customer
Because of this direct relationship with the customer, a CSM must be aware of their needs and become their voice within the company.
This is why you should conduct ongoing reviews with surveys, interviews, tests, etc. This way, you can measure what their main needs, tastes and annoyances are.
Once you have all this information, it is your responsibility to communicate it to all departments within the company to ensure that customers are happy with the results.
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What is the Real Importance of CS for your Company?
There are several points that make the role of a Customer Success Manager so important. These include:
Customer Success Management Improves Renewal Decisions
As we mentioned, one of the functions of a CSM's role is to follow up with customers until they renew their contracts to continue using the company's products or services.
