Resources
I have been invited to share my take on Customer Success on several International Podcasts, Webinars, and articles. I have gathered them and some other free materials for you to start your learning journey on the right foot.
You can also find links to the ebooks from the "Do you speak Customer Success?" series, parts 1 and 2, for future Customer Success Managers and CEOs, available on Amazon.
Enjoy.
01
Women in Customer Success Podcast
Key Takeaways:
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Self-development is essential in CS as it allows individuals to continuously grow and make a positive impact on others
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Balancing customer needs with business scalability is a challenge, but seeing customers happy and successful is incredibly rewarding
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Always approach with kindness. Kindness, active listening an empathy helps the other person achieve their goals, but also helps you - you will remember we are all human and won’t take things personally (which makes challenging situations much easier). It’s a win-win.
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Every single misalignment costs the business.
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Know what your product CAN’T do - this let’s you be proactive and anticipate solutions before the customer asks.
02
What truly matters in Customer Success - a Sessions Webinar
Key Takeaways:
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What Customer Success is (and what isn’t)
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Why it is important to have a CS department in your company
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When to implement CS
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Who can perform a CS job and who can benefit from it
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How to perform a CS job successfully: saying ‘NO’ to customer requests and measuring your success as a CSM
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The difference between Customer Support and Customer Success
03
A Masterclass in Customer Success
Podcast by Bricks & Bytes
Key Takeaways:
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How CS can result in improved customer retention and a higher customer lifetime value.
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Why CS is important and why startups NEED it
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How small businesses can integrate Customer Success into their operations
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Current and future trends in Customer Success
04
Success Stack - Templates
by EverAfter
Main Ideas:
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A template that can be used to gain insights into the actions that should be taken by each department in the customer interaction process, both directly and indirectly. From the initial sales process to nurturing a happy and renewed account, it is crucial to ensure cross-functional alignment.
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This template provides a structured framework for understanding and mapping out the customer interaction process across departments.
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By utilizing this template, you can identify the specific responsibilities and contributions of each department, ensuring a seamless and cohesive customer experience.
05
What role should Customer Success play during Customer Acquisition?
- ARTICLE by Custify -
Key Takeaways:
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Nothing attracts customers more than the idea of a rapid return on investment
06
Gaining Customers' Trust
- ARTICLE -
a collaboration with Mohammed Alqaq, from Monday Guest
Key Takeaways:
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In Customer Success, trust is vital. Without trust, no partnership is possible. But how can we gain and build customer trust, and why is it so important?
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We live in some uncertain times. We need to build strong relationships and feel we can count on others, even though we are discussing personal or professional partnerships.
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At the core of any connection is trust. Trust enables communication, collaboration, transparency, and togetherness.
07
The Silent Architect: How Customer Success influences Product Roadmaps
- ARTICLE by Custify -
Key Takeaways:
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Understand the “why” behind every piece of feedback. Ask the right questions.
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Split the "must-have" and "nice-to-have" requests.
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Create a compelling business case that showcases the tangible impact of feedback.
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Join forces with the product team. And if the feedback is scalable without demanding high customization? Be your client's voice!
08
Do you speak Customer Success?
- ebook series-
Ebooks:
Customer Success takes over the wheel in the customer interaction world. It’s the rising star of the labor market. It became a trend. It’s no longer about being “customer-obsessed” but more about being “customer-oriented while balancing their satisfaction and your business scalability.”
PART 1: Do you speak Customer Success?: How to become a Customer Success Manager - A guide for your next career move
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Why might Customer Success be the right next step in your career? And how does Customer Success work? The answers to these questions and much more helpful information are available in this first part of the "Do you speak Customer Success?" series: "How to become a Customer Success Manager - A guide for your next career move".
PART 2: Do you speak Customer Success?: Why & How to build Customer Success in your startup - A guide for CEOs and Customer Relationship Innovators
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This guide aims to provide useful information for CEOs on how to innovate their business from the Customer Relationship perspective. Details on how to position CS in front of your investors and customers, what to pay attention to in your hiring process, and many more are waiting for you in this guide.
