AI Post Alert
Earlier this month, I spoke about AI in Support at the TSAnet conference and a brief summary was just posted on their blog. You can view the slides I used there, or ask me for a PDF version. Enjoy!
Author: Françoise Tourniaire
How many accounts can a CSM manage?
Many thanks to RD, a long-time blog reader, for this question. The right answer is, “it depends.” And here are some observations: What are you expecting the CSMs to do with their accounts? Many vendors have entirely different programs, and …
Is it hard to get help?
Thanks to long-time reader John Lowry for inspiring this post. (John co-authored a wonderful post on the related topic of supportability, which I encourage you to read.) Many support organizations want to make it “easy” for customers to get help, and …
A Podcast!
Sandeep Jain interviewed me a couple of weeks back to talk about my favorite topic: support! You can find the episode here. It’s episode 15. Share your thoughts and comments here, please.
Product SMEs for Customer Success
If you offer very complex products, CSMs will have the same issue as sales reps: keeping up with the technical side. And it’s worse if you happen to have a wide range of products. Sales teams have long ago come …
Summer Reading: Difficult Conversations
Another summer reading installment! Difficult Conversations: How to Discuss What Matters Most is a wonderful business book that masquerades as a self-help book. I find it particularly helpful for conversations with escalated customers, and conversations between managers and direct reports. The …
Trainers don’t matter (and other surprising facts about training)
Misconception #1: The trainer/facilitator is the most important factor for successful training Maybe not. It turns out that the most critical actor for success is the learner’s manager. Why? Because the manager provides: motivation (by positioning the training as an …
Trainers don’t matter (and other surprising facts about training) Read more »
Working with the Support Team — A CSM Basic Skill
Following last month’s post on working with the Sales team, I’m now tackling the related topic of working with Support. CSMs often work with the Support team, usually because they need to follow up on an issue that’s not progressing …
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Summer Reading: Customer Experience 3.0
Another summer reading installment! Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service contains many ideas on improving customer experience, but one sticks with me: making sure that there are no unpleasant surprises. John Goodman, the author, believes that …
Working with the Sales Team — A CSM Basic Skill
Sales and Customer Success can be invincible allies–or deadly enemies. Here are 5 tips to foster the former. Clarify As with any other collaboration, clarity helps. Since customer success is a new field, its boundaries are fluid, making for lots …
