Outcomes > Meetings (calendar chaos)
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I'm on a flight to San Francisco and the person to my left is talking to their colleague trying to find a time for both of them to meet with a customer. I glanced over and saw their calendar and... OMG! Back to back to back meetings, all day, every day. Completely full. Unsustainable. Even worse, it really seemed to be a source of pride for them. Now, I don't know the nature of their business and I didn't keep looking - I got a sense of it and I looked away - but their calendar looked just like a typical CSM's. For WAY too many CSMs (because of misguided leadership; not the CSM's fault), customer meetings are the Value Metric. They're THE Operational Metric. They're often the Performance Metric. But they shouldn't be. Meetings are just a means to an end. Too many meetings just aren't necessary, and the ones that are necessary, are generally executed poorly. I'll show you how to have super-productive meetings in my Customer Engagement Masterclass: Powerful Meetings on 4-Sept. (Only 5 Early Bird spots remain). ~ Lincoln BTW: In the Masterclass, I'll also show you how to eliminate unnecessary meetings and how to organize your calendar so you're in control and not... *gestures wildly* ... literally everything and everyone else. ... |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
HEADS UP - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. As I've been saying, meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we understood this better, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type was Direct Cost, or the cost of the CSM or other contributor's time, including the...
HEADS UP! - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we better understood their cost, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type is: Direct Cost: This is the actual cost of your CSMs' and other contributors' time on the call....
Our 2-week Success Plan training and certificate program starts this Monday, August 19, 2024. This program for CSMs is all about working with customers in that "ongoing" phase of their lifecycle. As you know, this is the lifecycle phase where momentum is lost, engagement suffers, and customers often operate without direction. This program fixes that by teaching you: Ongoing Goal Discovery Meeting Prep and Brainstorming How to use Progress Milestones Objection Handling Joint Accountability And...