CS Insider Report #2 (Feb 2)

[February 2nd, 2021]

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A note from the editor

It's here, our second CS Insider report. Based on some feedback, we shortened it up and added more flare. As we continue to evolve this report, we need your feedback. Let us know what you like, what you hate, and if I need to trim my beard. Give your feedback here.

Please make sure to subscribe below to get our condensed insider reports, delivered fresh from the oven at 550 degrees. Make sure to let it cool for 15 minutes before opening πŸ”₯

πŸ‘‰ Follow me on LinkedIn!

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Have only a few moments? ⌚ Here's are my top favorites, shuffled for the week πŸ”€:

ARTICLES:

Retention Deficit: How To Keep Customers by Talking About More Than Your Product β€” Churn Zero.

Summary

  • If you want more than a one-dimensional relationship with your customers, focusing on product talk isn't enough; you need to focus on the customer. This includes going beyond surface small talk and what the author calls, "Stong Talk." This includes talking about your struggles, challenges, successes, and current conundrums.
"When you use Strong Talk, you discuss recent challenges with your customer and even ask for their advice. You also share your learnings when you know they’re experiencing a familiar challenge."

Tips:

  • Be timely with when you engage in Strong Talk. Every meeting shouldn't always steer into Strong Talk territory.
  • Be courteous and thank your customers when they share their struggles. Their vulnerability is a good sign of your relationship strength so thank them.
  • Plan, but don't script your Strong Talk. This needs to be a natural conversation and isn't something you can force. It might take time to grow your relationship to where you can share more intimate details.
  • Write down your Strong Talk notes so you can reference them and follow up later on. Show that you are actively listening and care about what happens next. Additionally, this is a signal to you to engage in Strong Talk more frequently.
  • Maintain balance with your Strong Talk exchange. If they provide you with their struggles or concerns, make sure to pay them back with yours.
  • Remember, your customers are human too.

Questions to Consider

  • How can you grow a fresh perspective of your customer's challenges and struggles during your conversations. How we you cultivate a stronger customer/csm bond?

VIDEO:

Why Customer Success Platforms Have It All Wrong β€” Practical CSM and MetaCX.

INSTAGRAM:

TECH:

  • Flatfile β€” Ease the burden of onboarding and data implementation.

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Abhijeet Khadilkar defines CS as a mindset
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Jeff Breunsbach shares example metrics, all on one-side.
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Ashna Patel's bookclub met for the second time to discuss "The Customer Success Professional's Handbook".
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Tanuj Diwan discusses the right way to create customer personas.
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Miranda Ann Dziekonski gives her tips for re-engaging unresponsive customers.
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Marija Skobe-Pilley discusses how to have a successful partnership between Customer Success and Sales
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Kristi Faltorusso discusses the importance of first meetings with our customers.
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Brian LaFaille asks what proactive customer success look like.
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Guy Rahamim wants all his customers to prance like a joyful deer.
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Rebecca Nerad recommends some great CS books.
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Erika Villarreal reveals that Customer Success chose her!
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Diana De Jesus gets real and talks about the fear of not being good enough.
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Guru Prasanna shares his 6 new QBR ideas for modern-day CRMs.
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Namaste πŸ™πŸ½

Welcome to Ashna's Corner! As you get replenished with Brandon's weekly CS recipes, I am here to provide you with your weekly dose of SELF-SUCCESS.

February: Practice Gratitude

This week in the 'Self-success' episode, Ashna is here to remind you to be Thankful! This week, let's all play a little self-success game!

πŸ’ For the next few days, as soon as you start your daily routine, take a moment to close your eyes & think of a new person that might have helped you recently or even their presence has impacted you.

🎯 Now, go and say THANK YOU to that person- give them a call, write them an email, a message, voice note, or send a pigeon! You Can also use LinkedIn "Give Kudos" feature to thank them. This person can be anyone- friends, family, relatives, colleagues, someone you met through networking or just a stranger that recently effected you- Give thanks!

🌟🌟That person is on top of your mind for a reason, award them with gratitude. Give back!!

πŸ‘‰ Follow & reach out to Ashna on LinkedIn to learn and chit chat more about Customer Success & Self-Success

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Tell us a little about yourself!

My name is Guy, age 34 from Israel. After my army service as an officer (it is mandatory in Israel), I worked in the ministry of foreign affairs as a security officer. I was lucky enough that my work took me the so many places, such as India, Africa, LATAM, Europe, and Asia.

The time I spent abroad really shaped me and taught me a lot about different types of cultures. I love reading (Haruki Murakami is my favorite author), walking my silly Huskey dog (Toffee), and exploring new places. Today I am a CSM in a start-up company in the web security field (API Security).

What you are looking forward to most in 2021 with where CS is heading?

I think that 2020 made more than a few changes in the CSMs work. Beyond the impact on activities and tasks like renewals, onboarding, and adoption, the most affected one in my eyes is how we create and maintain relationships with the customer's stakeholders. Doing it efficiently will require some out the box thinking and engaging in new ways.

What's your spirit animal?

My spirit animal (if mythical animals can be considered as well) would be the Phoenix. It represents for me that's life sometimes can knock you down but however difficult the challenge you face you can come back stronger from it.

What one piece of advice you would give to someone just getting started in CS as a career.

The advice I would give for someone who is taking his first steps in the CSM world is to ask as many questions as needed and not rest until you will have the answer you wanted. It could be from teammates, LinkedIn groups, CSM leaders, or a google search. The begging is crucial for building a well-founded base of understanding the CSM world.

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What’s the best advice you can give other Customer Success professionals who are just getting started in their careers?

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πŸ‘ Irit Eizips made the Top 100 Global Inspirational Leaders of 2021. Congrats Irit!

πŸ‘ Brandon Cestrone (me) got a new job as Senior Customer Success Manager. Way to go me!

πŸ‘ Sarah Doughty has joined the Winning by Design team as a Customer Success Architect.

πŸ‘ Jeremy Donaldson welcomes his 3rd future (customer success) leader come May 2021.

πŸ‘ Kimberly Bara completed Level 3 of the Certified Customer Success Manager program.

πŸ‘ Guy Rahamim reached Level 2 of CCSMP!

πŸ‘ Women in Customer Success launched their own Slack community. Check them out!

πŸ‘ Bhavika & Lotte start their own CS chat show

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πŸ’‘

Click arrows for video recordings

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πŸ’»
Events

NameDateGraphicHostLinkSubtitieType
Surprising Insights About Customer Health Scores & Its Impact on Recurring Revenue
Feb 18, 2021
ChurnZero
Webinar
Customer Success Executives Roundtable -February 2021 Session
Feb 9, 2021
CSM Practice
Webinar
PREDICTIONS FOR CUSTOMER SUCCESS IN 2021
Jan 28, 2021
UserIQ
FIRESIDE CHAT WITH SALESLOFT'S ADAM WAID
Webinar
Goodbye Health Scores, Hello Relationship Maps!
Feb 3, 2021
Customer Success Network
Join Emilia D' Anzica and Ziv Peled for a Leaders Labs fireside chat to find out why it might be time to wave your customer health score goodbye.
Webinar
A CSM's Introduction to ChurnZero
Jan 26, 2021 3:00 PM (EDT)
ChurnZero
Webinar
Customer Success Speed Mixer
Feb 4, 2021
CS Insider
Join us for a fun night of speed networking and community!
Virtual Mixer
Leadership Now Calendar
Jan 17, 2021
Building Your 100-Day Leadership Plan
Jan 21, 2021
Client Success
Webinar
GGR: CSM Office Hours
Jan 19, 2021
GGR
Open Office Hours
CSM Mastermind
Jan 20, 2021
Transitioning Accounts Between CSMs
Mastermind
CSM Meetup of the Triangle
Jan 17, 2021
* Customer Delight in the New World * Strategies to build an effective CS in volatile markets * Local - Hiring Market & Trends in CS * Gift Card and Giveaways
Webinar
The Age of the Customer
Jan 19, 2021
Sales Impact Academy
Don’t Let Churn Kill Your Business
Webinar
CSLN January Virtual Meetup
Jan 28, 2021
CSLN
Setting your Customer Success Foundation for the Year. People, Process & Technology
Virtual Meetup
Escape the Inbox: A Virtual Escape Room Competition for CS Teams
Jun 29, 2021
Webinar
Bain & Eco Webinar: Elements of Value for B2B Sales & Customer Success
Jun 23, 2021
Customer Value Community
Webinar
Creating a Modern Customer Success Service - Customer Success Framework
Jun 18, 2021
practical csm
Online Event
Virtual Chief Customer Experience Officer Summit
Jun 23, 2021
CXO Innovation Summit
Online Event
Enabling Customer Success at Global Scale at LinkedIn
Jul 8, 2021
Made For
Webinar
[Webinar] Accelerate Growth with Customer Success
Jun 30, 2021
Sales Empowerment Group
Webinar
The Myths and Realities of Customer Experience in Healthcare - webinar
Jun 24, 2021
PintarHealthConnect
Online Event
Women in Leadership: Closing Gender Gaps to Drive Business Success
Jun 23, 2021
Software Equity Group
Online Event
International Customer Experience Management Summit Online | Istanbul 2021
Aug 11, 2021
Bina
Online Event
5 Customer Feedback Strategies for Finance Apps
Jun 23, 2021
Apptentive
Webinar
CS Leadership Roundtable: High-Velocity Customer Success Strategies
Jul 14, 2021
SuccessHACKER
Roundtable Discussion
Delivering a Mind-Blowing Customer Onboarding Program by Aditya Maheshwari
Jun 24, 2021
rocketlane
Online Event
The Customer Experience Showβ„’ with Nicolle Paradise
Jun 24, 2021
Michael R. Virardi
Webinar
CSM Onboarding: Sink or Scale?
Jun 23, 2021
Complete CSM
Webinar
Connecting Customer & Employee Experience To Measurable Business Results
Jun 30, 2021
ARCET Global
Webinar
CS Disasters and How to Avoid Them
Jun 9, 2021
smart karrot
Webinar
GROW Europe 2021
Jun 8, 2021
hubspot
Webinar
EMEA Customer Success Day
Jun 8, 2021
Anouk Benard-Hansen
Online Event
Customer Success Festival
Jun 9, 2021
customer success collective
Webinar
Real Talk: How Top Customer Success & Product Teams Collaborate
May 27, 2021
Josh Schachter
Webinar
The Customer Conference
Jun 15, 2021
The Customer Conference
Virtual Conference
Chicago Customer Success - June Meet Up
Jun 10, 2021
chicago customer success
Webinar
CSN Cafe WrocΕ‚aw
Jun 10, 2021
Customer Success Network
Webinar
VIP Thought Leadership Summit
May 19, 2021
cs4rev
Webinar
How To Structure and Scale A High-Performance Customer Success Operations Team
Jun 2, 2021
vmware
Webinar
CSN Master Class - Toolbox on How to Engage with Silent/Dormant Customers.
May 26, 2021
Customer Success Network
Webinar
CSN Cafe ANZ
May 26, 2021
Webinar
Women Leaders in Customer Success
May 20, 2021 6:00 PM (GMT+1)
Webinar
CSN Cafe Madrid
May 20, 2021 12:00 PM (GMT+5:30)
Customer Success Network
Webinar
SAP Customer Experience Summit
May 11, 2021
SAP
Webinar
How to Deploy a Customer Success Solution Successfully
May 12, 2021
Simplifying Success
Webinar
Chief Customer Officer SEA May Live Series 2021
May 20, 2021
Panelist
Webinar
Basic Skills for Customer Success Managers - Stakeholder Management
May 21, 2021
practical csm
Webinar
Women Leaders in Customer Success - Grooming Your Team for Success
May 20, 2021
practical csm
Webinar
International Customer Experience Management Summit
May 19, 2021
bina
Webinar
CS Leadership Roundtable: Building a Customer Education Program to Scale
Jun 16, 2021 11:30 PM (GMT+5:30)
SuccessHACKER
Webinar
CSM Mastermind: Developing Successful Success Plans
SuccessHACKER
Webinar
CS Insider Mixer -May 6th, 7 PM EDT
May 6, 2021
CS Insider
Virtual Mixer
CS Insider Mixer -May 6th 9.30 AM EDT
May 6, 2021
CS Insider
Virtual Mixer
Customer Success Leadership Roundtable: Determining if Companies Value Customer Success
May 12, 2021
Roundtable Discussion
It’s Time to Double Down on Digital Customer Success
totango
Researching, Developing, Implementing & Managing a CS
Apr 28, 2021 4:00 PM (GMT+1)
Webinar
PulseLocal SoCal β€œBookshop” Series on The Customer Success Econ
gainsight
Bookclub
CSM Summit
Apr 28, 2021
Client Success
The industry’s first Summit for CSMs by CSMs
Summit
Have You Ever Had a Green Customer Churn?
Apr 7, 2021 9:00 PM (GMT+5:30)
Complete CSM
CSM Summit
Client Success
Virtual Meetup
Future of SaaS Festival
May 11, 2021
Canada Wide Meet-UpIs Customer Success Ready to be the New Sales?
Apr 22, 2021 2:30 AM (GMT+5:30)
Sales Assembly Account Manager / Customer Success Certification
May 5, 2021 7:30 PM (GMT+5:30)
Sales Assembly
Customer Success & Strategy - Virtual Workshop
Apr 30, 2021 6:30 PM (GMT+5:30)
CSPN
Supporting Women for Board Success
Apr 16, 2021 8:30 PM (GMT+5:30)
Brookes Enterprise Support
Transitioning into Customer Success - Hosted by Melo Associates
Apr 6, 2021 3:00 AM (GMT+5:30)
Melo Associates
workshop
Scale with Software Series: Customer Success with Planhat
Apr 21, 2021 7:30 AM (GMT+5:30)
Connect Labs
Online Event
Succeeding at Customer Success
Apr 9, 2021 3:30 AM (GMT+5:30)
JobStep
Webinar
Uniting Customer Success and Customer Experience
May 11, 2021 9:30 PM (GMT+5:30)
Jonathan Daniels
Customer Experience & Success in Action
Apr 22, 2021 1:00 AM (GMT+5:30)
CustomerSuccess-in-Action
Customer Success 1 Show and Tell
Apr 13, 2021 7:30 AM (GMT+5:30)
Connectar
The Power of Networking - Breaking out of your bubble: CS Ladies Workshop by Ashna Patel
Apr 21, 2021
CS Ladies
workshop
Real talk: How to Detect CS Team Stress -- And Manage It
Apr 13, 2021
UpdateAI
Webinar
CS Raving Fan Bookclub Session
Apr 3, 2021
CS Raving Fan Bookclub
the Customer Success Professional's Handbook (Chap 11-14 meet)
Bookclub
Pulse Everywhere
Jun 9, 2021 β†’ Jun 11, 2021
gainsight
Becoming the Expert of Yourself
Apr 8, 2021 3:30 AM (GMT+5:30)
CS Ladies
workshop
Chicago Customer Success - April Meet Up
Apr 8, 2021 6:30 PM (GMT+5:30)
chicago customer success
Virtual Meetup
CSN Master Class - How to Strengthen Key Stakeholder Relationships AT SCALE
Mar 31, 2021 10:30 PM (GMT+5:30)
Customer Success Network
Webinar
Using customer journey mapping to design the perfect SaaS onboarding
Mar 24, 2021 9:30 PM (GMT+5:30)
Webinar
Women Leaders in Customer Success
Mar 23, 2021 6:00 PM (GMT+1)
Banafche Garnier
Webinar
INTRODUCING HORIZON ANALYTICS
gainsight
product launch
Customer Success Social w/Irit Eizips
Mar 26, 2021 3:30 AM (GMT+5:30)
Mansi Parekh
Virtual Meetup
Customer Success CafΓ© Nordics - Critical CS to-dos at different stages
Mar 30, 2021 6:30 PM (GMT+5:30)
Customer Success Network
Virtual Meetup
Women of Customer Success Meetup
Mar 25, 2021 10:30 PM (GMT+5:30)
Women of customer success
Virtual Meetup
CSLN March Virtual Meetup
CSLN
Virtual Meetup
Gender Diversity in Customer Success
Mar 24, 2021 10:30 PM (GMT+5:30)
Virtual Conference
CS Insider Mixer
Apr 9, 2021 4:30 AM (GMT+5:30)
CS Insider
Speed Mixer
CS Insider Mixer
Apr 8, 2021 7:00 PM (GMT+5:30)
CS Insider
Speed Mixer
CSN Cafe
Apr 15, 2021 5:30 AM (GMT+5:30)
Customer Success Network
Online Event
Why Onboarding Matters β€” Donna Weber and Affinity Canvas
affinity canvas
Webinar
PulseLocal β€œBookshop” Series on The Customer Success Economy
Mar 19, 2021 12:30 AM (GMT+5:30)
PulseLocal
Webinar
Clubhouse Discussion - Cross Department Collaboration
Mar 19, 2021 10:30 PM (GMT+5:30)
CS Insider
Clubhouse
Reimagining leadership for organizational and customer success with COVID
omar abarca
Virtual Conference
Winning Customer Success Strategies for 2021
Webinar
IP Pathways + Dial Retirement Virtual Lunch & Learn
Mar 23, 2021 9:30 PM (GMT+5:30)
ippathways
Virtual Meetup
What roles best aligns with your skillset?
Mar 24, 2021
CSInFocus
Webinar
How to Build a Health Score that Actually Works
Mar 18, 2021
Client Success
Webinar
CS Insider Office Warming Party
Mar 24, 2021
CS Insider
Virtual Meetup
Lunch & Learn Building CS from the ground u
Mar 17, 2021
CSNLDN
Hiring and Building a CSM Team
Mar 23, 2021 5:00 PM (GMT+1)
practical csm
Webinar
Mar 3, 2021
Don’t Just Throw Together a Digitally-Led Engagement Model β€” Here Are the Skills, Processes, and Tools You Need
Mar 1, 2021
Roundtable Discussion
Yours for the Taking: Why CS Should Own Revenue
Mar 3, 2021
Leaders Lab
Webinar
CS Raving Fan Bookclub Read & Review Session
Mar 6, 2021
CS Raving Fan Bookclub
The Customer Success Professional's Handbook Chap 9-10
Bookclub
Customer Feedback in the Era of Digital CS
Mar 3, 2021
Insided
Webinar
Why Customer Success Needs A Prominent Seat At The Table In 2021
Mar 30, 2021 11:00 AM (PDT)
CX Network
Webinar
Real talk: Customer Success + Motherhood in a Pandemic
Mar 8, 2021 11:00 AM (PDT)
UpdateAI
Webinar
Customer Success Leadership Roundtable: Rolling Out Your First VoC Program
SuccessHACKING
Webinar
CSM Mastermind-Managing Change Effictively
Feb 24, 2021
SuccessHACKER
SPECIAL Fireside Chat w/Allison + The Customer Success Economy "BookShop"
Feb 18, 2021
pulseLOCAL
By Dana Soza
Fireside Chat
The Right Way to Handle Customer Objections and Negotiate
Mar 11, 2021 2:00 PM (PDT)
Client Success
CS Speed Mixer
Mar 4, 2021 9:30 AM (EDT)
CS Insider
Join us for a fun day of speed networking
Speed Mixer
CS Speed Mixer
Mar 4, 2021 7:00 PM (EDT)
CS Insider
Join us for a fun day of speed networking
Speed Mixer
CSN Cafe
Mar 4, 2021
Customer Success Network
An informal monthly catch up for Customer Success Managers of all levels to meet virtually, discuss challenges over a coffee.
Online Event
To Charge or Not to Charge – Why You Need Premium CS Packages
Feb 25, 2021 2:00 PM (EDT)
Client Success
Webinar
Strikedeck Spark Virtual Summit
Mar 4, 2021
Strikedeck
Strikedeck Spark is your free ticket to a community of thought leaders who are blazing new trails in Customer Success and delivering exceptional experiences.
Virtual Conference
Navigating the Customer Success Ecosystem
Feb 17, 2021 3:00 PM (EDT)
Webinar
The Future of SaaS- Customer Success Festival
Feb 10, 2021 β†’ Feb 11, 2021
Virtual Conference
5 KEY LEADERSHIP MISTAKES TO AVOID IF YOU WANT TO SAVE TIME, GET PROMOTED, AND INSPIRE YOUR TEAM
Feb 4, 2021
Webinar
The Rise of the Digital CSM β€” And why you need one!
Feb 9, 2021
Insided
Join us for the first webinar of 2021 as we discuss the Rise of the Digital Customer Success Manager with Γ‰lisabeth Courland, DCSM at TalentSoft, where she operates at the intersection of Customer Success and Marketing.
Webinar
How to Run a Kick-Ass QBR
Feb 18, 2021
Kapta
Webinar
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CS Inside Report #1