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Contact me for all of your Professional Learning needs.

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Sharing an agenda in the meeting invite with a hook or data teaser.

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Responsiveness. The customers who I have the strongest relationships with, typically respond to my emails, phone calls, and meeting requests quickly. Hearing about the district’s successes during meetings reinforces the strength of the implementation—demonstrating that collaboration between the CSM and the district is driving meaningful student growth.

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Inheriting an account that is unhappy with the product or their previous customer service. Listening more than I talk in meetings and leading with accountability and transparency.

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making sure the AE also lets you have that relationship with the customer

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Responsive to our communications.

They can help themselves and don't ask the same questions over and over.

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Calling an admin that you can't get ahold of via email

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Learning the back history of a customer can be challenging (Queue team). To combat that try to work quickly to get the right people involved to ensure issues are resolved quickly. Listening to concerns and reminding them we are here for them.

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Sometimes customers lean more towards their relationship with the AE rather than the CSM or PLS. Trying to reach out to them more, asking Sales to CC you on emails, requesting meeting check-ins, etc.

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Look beyond product usage as a relationship metric. 

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Look beyond product usage as a relationship metric. 

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Something that came up during our group discussion reminded me of recent feedback from a district about the PL script frequently using the phrase “your district.” It made me reflect on how we communicate with our clients and the importance of language that reinforces partnership.

It might be worth considering how we can rephrase certain language to better reflect that we’re in this together—as collaborators rather than external observers.

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Be intentional about personalizing your communication. Find opportunities to connect with customers to anchor our relationship.

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Group 2 - Changing Territories: Building a rapport and trust - I have been accessible to my customers and tried to go above and beyond to answer questions, empower them, and help problem solve. Another thing this helps with is learning new product knowledge.

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Group 2 - Changing Territories: Building a rapport and trust - I have been accessible to my customers and tried to go above and beyond to answer questions, empower them, and help problem solve. Another thing this helps with is learning new product knowledge.

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Whenever I get a customer that had not been engaged to quickly reply to emails or return calls. I feel that's win!

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Customers not attending regularly scheduled meetings. I like to send the district a reminder email with a "teaser". Sometimes this can be a sneak peak of data or emphasizing important or timely things that we need to discuss a day or a couple of days in advance. This typically results in attendance and meetings that provide value to my customers.

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Teacher buy-in on the program and willingness to engage during PD sessions and beyond.

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Putting images/examples of what the data would look like when we do meet

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Customers are willing to engage and give authentic feedback.

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Give customers a REASON to meet with you by including a snippet of data, asking "when can we meet to talk about this?"

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Group 2 - Customer Communication: 1. When they will reach out to you instead of the AE. It takes time to gain a customer's trust.  2. When the customer is willing to schedule meetings.

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Group 2 - Customer Communication: 1. When they will reach out to you instead of the AE. It takes time to gain a customer's trust.  2. When the customer is willing to schedule meetings.

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Putting actionable items in an email (for example: you have 300+ outdated courses, let's meet!)

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Territory changes and customers who have had multiple CSMs

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Territory changes and customers who have had multiple CSMs

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Getting customers to meet with us! Whether it's turnover, new CSMs, etc

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Working with the sales team that typically has the most up-to-date info to communicate regular and pay that forward by reaching out when there are new contacts.

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Be real with the customer and allow your human-ness be seen, both in the effort you are putting forth as well as any possible glitches.

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Sometimes things get really confusing and frustrating and THAT IS OKAY being open and honest will build trust with customers. You want your customer to be able to say, "Okay it's not perfect right now, but my CSM will support me through it"

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Does customer reach out directly with questions and needs or do you (as the CSM) hear about it from someone else?

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Amount of support tickets coming in

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Adapting to the customer's needs cultivates a positive relationship. Customers are at different places in their implementations and developing an understanding of their needs helps build a strong rapport.

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Partnership Engagement - Are they responding to our emails? Showing up to our check-ins? Reaching out with questions?

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Meeting attendance (or responsiveness when they're truly double-booked)

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How often are customers reaching out when they need something. If they have confidence in the relationship they could be more likely to reach out.

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If a customer is willing to meet or email back regularly, this show that we have a good partnership with!

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If a customer is willing to meet or email back regularly, this show that we have a good partnership with!

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Being transparent - Using a challenge / negative to create an opportunity!

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Customer time is so valuable, so we want to make sure we're discussing relevant topics to help them meet goals.

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personal touches are so important!!!

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Number 7: Engagement and communicative is highly important, even when its negative. When you have no communication and no data, that is a big flag. If you have an established close relationship you can make it through more challenging times.

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Number 7: Engagement and communicative is highly important, even when its negative. When you have no communication and no data, that is a big flag. If you have an established close relationship you can make it through more challenging times.

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Group 2: Meet Customers where they're at!

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Group 2: Meet Customers where they're at!

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Each customer is at a different place with their implementation, and we need to consider each customer's needs going into each interaction, meeting, communication, etc.

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Setting clear expectations about meeting cadence to strengthen relationships.

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It makes customers want to meet with us and receive emails from us.

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SuccessCOACHING | Customer Success Training for CSMs

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Nurturing Long-Term Relationships in a Digital-First World | SuccessCOACHING

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Building loyalty and trust in a remote or digital-first environment has become a critical challenge for Customer Success professionals. Without in-person interactions, teams must rely on thoughtful communication, personalized engagement, and consistent value delivery to foster strong customer relati

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Stop and Start CS BTS Pep Rally | EasyRetro

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Meeting Best Practices for Customer Success Managers

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Practical CSM discuss about the Seven (7) Tips to Effectively Manage Meetings. You may read about it here!