Why won't they just do the work? (Ugh!)
A podcast listener asked, "How can CSMs effectively drive product adoption and engagement for solutions that address necessary, but unattractive tasks without resorting to things like scare tactics?"
I love these types of questions that push us to explore unconventional yet impactful strategies in Customer Success Management.
That's why in this week's episode of Impact Weekly, I dive deep into the art of motivating customers towards necessary action, exploring topics like:
- The significance of involving the execution team early in the process
- The calming influence of a well-laid plan that acknowledges the individuals doing the work
- The crucial shift of seeing 'difficult conversations' as just essential dialogue
And so much more!
It's just me on the pod this week... Johan is on a much-needed and well-deserved break. I hope you'll still listen... I tried my best.
~Lincoln
BTW: Our Annual Customer Success survey closes on 1-Sept and I really need your expertise and experience to answer questions like:
- How fulfilled do you feel in your role in Customer Success?
- Do you think the leadership of your company practices what they preach when it comes to Customer Success?
- Do you/your team have the necessary capacity to make your customers successful?
- How much do you use GenAI (like ChatGPT) in your day-to-day job in Customer Success today?
So we put together this survey on Typeform to help fill in those - and other - gaps in the collective understanding of the CS community.
While the information we're collecting is super-important - and of course we'll share it with you and the community when we're done collecting it - the survey itself will only take a few minutes to complete.
Please share your experience with the community here.
Thanks in advance!
...
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
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