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The Customer Success Café

The Customer Success Café

By Hakan Ozturk
👉 theCScafe.com - Customer Success fundamental skills and best practices to get ahead in 2022 and beyond!
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#17 The Customer Success Cafe - 3 Common Phrases You Should Avoid in Customer Success (And What To Say Instead)

The Customer Success Café

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10 Keys To A More Powerful Personality - Brian Tracy - Full Audio
Brian Tracy (born January 5, 1944) is a Canadian-American motivational public speaker and self-development author. He is the author of over eighty books that have been translated into dozens of languages. His popular books are Earn What You're Really Worth, Eat That Frog!, No Excuses! The Power of Self-Discipline and The Psychology of Achievement. Tune in to this masterpiece episode where your mind will get blown away! Hakan. The Customer Success Café Podcast 👉theCScafe.com
01:03:28
September 11, 2022
Secrets Of Self Made Millionaires - Full Audio - Brian Tracy
Brian Tracy (born January 5, 1944) is a Canadian-American motivational public speaker and self-development author. He is the author of over eighty books that have been translated into dozens of languages. His popular books are Earn What You're Really Worth, Eat That Frog!, No Excuses! The Power of Self-Discipline and The Psychology of Achievement. Tune in to this masterpiece episode where your mind will get blown away! Hakan. The Customer Success Café Podcast 👉theCscafe.com
45:22
September 11, 2022
#18 The Customer Success Cafe - 5 Common Mistakes Great Customer Success Managers Never Make (And How You Can Avoid Them Too)
Making mistakes is the perfect opportunity for you to learn and grow, but only if you don’t repeat them twice. And as Albert Einstein once said: Anyone who has never made a mistake has never tried anything new. Indeed. Trying new ways of doing things is critical to any progress. And when it comes to Customer Success, here are 5 common mistakes you should avoid to get ahead and drive impactful results for your customers over time. 1) Ignoring gut feelings We all have our own experiences and skills which we rely on to evaluate a given situation. However, it’s also key to look at the actual data to remain objective based on facts and figures. But using the data exclusively without taking into account your deepest feelings can be frustrating. And taking action based on your instincts alone can be misleading. This is why the best decisions are made when you combine both approaches to drive success for you, your customers, and the company. So, whenever you have a strong gut feeling about something, it’s important for you to take it into consideration rather than ignore and regret it afterward! 2) Not taking ownership In success as in failure, owning your actions is liberating. It’s all about holding yourself accountable instead of looking for things outside of your control. Therefore, blaming others or any external circumstances for your own mistakes is worthless and can only damage your reputation. In fact, accepting your errors and acknowledging them publicly is an underrated growth hack that will also help you build and demonstrate your leadership skills. But ownership is not just about owning your mistakes as you would naturally do for your successes: You have to own your strengths as well as your weaknesses and everything in between. So, simply said, you have to own them all and no one will ever be able to own you! 3) Promising things you cannot deliver Trust is built in years, and gone in seconds. It’s easy to make your customers happy by promising all the marvels in the world. But it’s also the fastest way to break the trust you’ve been building over the months and years. This is why you should always promise less and deliver more than expected. It will also give you the opportunity to go that little extra mile which makes the difference. In the end, it’s critical for you to ensure what you say is aligned with your actions at all times. Your customers will surely appreciate it! 4) Not challenging the status quo In its most simple definition, the status quo is the current state of how things work today. And any change you want to make will often create resentment from people who are resistant to new ideas. 5) Taking shortcuts The truth is there is no shortcut to success! And yet some people still keep asking for heat without putting the wood first. Whatever your objective can be, you cannot just skip the line and expect long-term rewards. You need to do the reps first so they compound over time for greater outcomes. But of course, it takes time, effort, consistency, and perseverance. This is why most people quit and get back to their comfort zones where they feel safe and competent. Read the full edition here and subscribe! 👉 theCScafe.com
05:13
July 22, 2022
How To Win Friends And Influence People - Full Audiobook - 6 hours
How to Win Friends and Influence People is a self-development book written by Dale Carnegie, published in 1936.  Over 30 million copies have been sold worldwide, making it one of the best-selling books of all time. In 2011, it was number 19 on Time's list of the 100 most influential books. The one book you should have close to you and read at least once every year! Tune in and level up your influencing skills now! 👉 theCScafe.com
06:17:53
June 28, 2022
#20 The Customer Success Cafe - Top 2 Questions To Ask In a Job Interview For Customer Success
Milton Berle once said: If opportunity doesn't knock, build a door. So true. Preparation is a major contributor to any success. And the interview process for Customer Success is no different than for any other job opportunities on the market. You certainly need to focus on a few critical soft skills and demonstrate how you'll ensure success for your customers as I've covered in the previous editions. And yet there is one opportunity I see most people still missing out on that could help them nail the interview process. And it's about asking questions to your interviewer. All CS leaders I've been discussing with agree on one common expectation: Candidates need to show interest in the role by asking genuine and well researched questions to set themselves ahead of the competition. And in contrast, someone who does not ask any questions is an absolute no-go! However, these shouldn't be questions that can easily be answered with a few clicks on Google but are specific to your interviewer's interest and needs. Many of my peers have already described the most common questions you can ask during a job interview in Customer Success: how is the team structured? who the CS is reporting to (CEO? CFO? ...) how are you handling customer segmentation? What would a typical day look like for someone in this role? etc. These tactical questions are important and will surely help. But I believe they are not addressing the core points you need to focus on and develop. This is why, today, I wanted to give you some quick insights that will save you tons of time, speed up the process and most importantly help you stand out immediately! Listen to this episode or read the newsletter to find out what these questions are. Subscribe now: 👉 theCScafe.com
05:19
June 26, 2022
#17 The Customer Success Cafe - 3 Common Phrases You Should Avoid in Customer Success (And What To Say Instead)
Writing skills in Customer Success are often underrated. Your primary objective in any communications with your customers is to get to the point fast without any misunderstanding or unintentional offense. As a general rule, you should always ask yourself: “Does what I’m saying add any more value to the conversation?” If so, go ahead. If not, simply remove it. But unfortunately, there are still a few phrases people often use that don’t move the needle any further. Worse, these are damaging your reputation as a highly effective Customer Success professional. So here are 3 of them you should remove from your communications to avoid ruining your relationships with your customers over time: 1/ As per my last email We’ve all used this at least once, right? We wanted to tell customers it’s already been discussed and we thought it was a great way to remind them. But looking at it closely, there is way too much aggressivity in this phrase. Why? Telling your customers that you’re repeating yourself in such a formal manner can make you feel empowered, but in reality, it has the opposite consequences. Basically what you’re saying is: “I mentioned this to you earlier and was expecting you’d take it into consideration. But here I am to remind you a second time. Please ensure you read it as I want to avoid telling you again.” The point people are missing out here is the consideration that your customer is also busy with other priorities. Your email might simply have been buried within tens of others without any voluntary intention from your customer not to read it. So instead of appearing rude, you can simply ensure your email is back on top of your customer’s inbox and say something like: “Hi, I’ve just seen [topic] and it reminded me to tell you [what you need them to take action about]” It’s a nice way to catch up without looking too intrusive. But overall, sending emails is sometimes not enough to get an alignment right on the spot. So if your customer is not responsive to your inquiries on a given topic, all you need is to go back to the basics. Skip the email and just give them a call instead! 2/ Just checking in 3/ In my honest opinion Subscribe to my newsletter here 👉 theCScafe.com
05:04
June 26, 2022
Napoleon Hill - 10 Hour Full Speech - Self Development
Tune into this epic 10-hour non-stop lecture from Napoleon Hill, America's most beloved motivational author of all times. Mr. Hill was born in 1883 in Wise County, Virginia.  He began his writing career at age 13 as a "mountain reporter" for small-town newspapers and went on to become one of the world's most popular inspirational authors. His work stands as a monument to individual achievement and is the cornerstone of modern motivation.  His most famous work, Think and Grow Rich, is one of the best-selling books of all time. Hill established the Foundation as a nonprofit educational institution whose mission is to perpetuate his philosophy of leadership, self-motivation, and individual achievement. Napoleon Hill's famous quotes “Whatever your mind can conceive and believe it can achieve.” “The starting point of all achievement is desire.” “Strength and growth come only through continuous effort and struggle.” “Think twice before you speak, because your words and influence will plant the seed of either success or failure in the mind of another.” “A goal is a dream with a deadline.” “Don’t wait. The time will never be just right.” “If you cannot do great things, do small things in a great way.” “When your desires are strong enough you will appear to possess superhuman powers to achieve.” “Every adversity, every failure, every heartache carries with it the seed of an equal or greater benefit.” “It takes half your life before you discover life is a do-it-yourself project.” “Create a definite plan for carrying out your desire and begin at once, whether you are ready or not, to put this plan into action.” “A positive mind finds a way it can be done; A negative mind looks for all the ways it can’t be done.” “The more you give, the more comes back to you.” “Patience, persistence, and perspiration make an unbeatable combination for success.” “No one is ready for a thing until he believes he can acquire it.” “Action is the real measure of intelligence.” “Keep your mind fixed on what you want in life: not on what you don’t want.”
10:26:31
June 12, 2022
#16 The Customer Success Cafe - How to Land Your Dream Job Without Applying Desperately
Many of you reached out to me recently expressing concerns about finding a job in Customer Success. So I thought I'd cover this topic in today's edition to help you crack the code and land your dream job using a simple technique that always worked for me. Here's what I've been hearing from you so far: You are ready to make the transition and want to land your next opportunity in Customer Success. Like everybody else, you've been looking for job listings on Linkedin or other platforms. You've built and customized your CV to match the job descriptions. Then you've applied and waited for feedback. But after months and tens of applications, you haven't got a single offer yet and the situation is becoming difficult to sustain. You are exhausted and started losing confidence in yourself and your abilities. And now you're saying to yourself: "I've been excellent in my current and previous roles! So how come I'm not able to land this next opportunity I thought was a perfect fit for me?" Does it sound familiar to you? We've all been there. But the truth is you cannot expect different outcomes by doing the same things and repeating a broken process. Worse, it's the fastest way to kill your energy and enthusiasm over time. The issue with this traditional route is that you are the one asking for a job like tons of other people applying for the same role. This alone sets you in a weaker position before even getting to the first interview. And you start tweaking your CV with specific keywords trying to get across a system you don't have any control on... With this approach, it's extremely difficult to stand out from the crowd and try to prove why you'd be the best candidate for the job. Besides, you also have no idea about the other candidates who might potentially be more talented or qualified than you... This is why in this scenario, your chances to be selected for an initial interview are close to ...zero! So how should you proceed instead? It's time for you to stop doing what everyone else is doing and start focusing on building relationships first, as you'd do with your customers. But this is where most people fail because it's the longest route to take in comparison to just applying on a job board with a few clicks. I've personally never got a job by sending out my CV directly using the traditional way. And today I want to give you a different perspective to help you level up your approach and stand out from the crowd. So here are the 2 simple steps I'd recommend you to consider to land your next dream job in Customer Success! Step 1) Target 10 companies you'd love to work for  Step 2) Identify 5 people to contact directly 👉 theCScafe.com
06:05
May 29, 2022
#15 The Customer Success Cafe - 3 Common Objections in Customer Success And How You Can Overcome Them
Objections are a natural human behavior as we all want to be reassured in our own beliefs first, whether they are rational or not. And so it is with your customers. An objection is often about a "lack" of something which would prevent people from getting to the next steps. For your customers, it can also just be to find reasons for not taking an action about a critical issue they are experiencing. Your role is therefore to help identify and remove these obstacles so you can engage in more meaningful conversations. And here are 3 most common objections you'll often need to handle and how you can overcome them: 1) Lack of credibility and trust Example of your customer saying: "I'm not sure who you are or what your role is about. Can I trust you?" Well, people do business with people they like, know, and trust. We take actions based on the credibility we give to others. And we are mostly influenced by actions that are similar to ours. So before engaging in any activities or discussions, we look for answering these 2 critical questions: can I trust this person? does this person know what he/she is talking about? And the reaction we are looking for is a big YES! This is why you should position yourself as a trustworthy guide helping your customers achieve their goals as them being the hero of your story. And here are two actionable items you can focus on to overcome the lack of credibility and trust: Showcase the authority you have in the market Bring in everything that confirms you know what you are talking about: studies around your industry expertise, the years of experience, brand, reputation, etc. Leverage social proof Share the story of other customers who had similar objections but ended up succeeding with your products. You could say something like: "I understand how daunting it could be to implement such a new process/tool. But we have recently deployed this at a similar organization to yours with help from our expert teams. We can make this transition as effortless and smooth as possible for you." 2) Lack of need This is where your customers would say: "I don't see what you could do for me. It all works fine." or "This is not important right now." So, you've identified a pain point customer has but they are not able to make the connection between the issue and your solutions. Therefore it's the perfect opportunity for you to give your customers more information to raise awareness about different possibilities. Here are a few open-ended questions that will help you better evaluate their needs and position your offerings: What are you using today to address this topic in your business? Can you tell me more about your priorities? What are the challenges you're facing today? It often appears customers didn't know they needed something else. And it's your role to uncover their needs and overcome this common objection. 3) Lack of urgency 👉 theCScafe.com
04:24
May 22, 2022
#14 The Customer Success Cafe - 3 Assumptions Most People Make in Customer Success (And How You Can Avoid Them)
Assumptions are dangerous. It lets you build a story that often doesn't reflect reality. Moreover, it's a lazy and toxic behavior that often gets you to the wrong conclusions. This is why the most effective people base their judgment on actual facts. They ask further questions to understand and investigate deeper while staying objective in every single decision they make. And here are 3 common assumptions most people make and how you can avoid them: 1) Customers can use your products out of the box It's the d-day. Your product is ready to be launched with all the improvements and bugs fixed based on the many customer interviews you've made earlier and the feedback you collected so far. You've included the latest features your most valuable customers asked for and tested every single new functionality. All is running perfectly and you release the product assuming it's intuitive enough for your customers to use it immediately. But after a while, you realize the new functionalities you've pushed for are not being used as frequently as you expected. Moreover, you started getting calls as your customers are stuck with using the new tools. Sounds familiar? The mistake here is the assumption you made that customers can use your product as it is. You thought it was easy for the customer to figure out how your product works. You even started blaming the users themselves for not being aware of the most basic actions they can take within the product. But the truth is the issue is never with the end-user. It's your job as a company to ensure your product is easy enough for the customer to use it with the least friction possible. It's therefore key for you to first deliver a stellar onboarding process with the fundamentals of using your products or services. You need to literally show your customers even the most basic actions they can take. So, don't just assume they can use your products out of the box. 2) Customers will contact you for any issues This is one of the biggest threats to successful renewals and account expansion. While most of your key contacts will reach out to report a challenge they are facing, not all of them are engaged enough with your products to report back or log issues with your support teams. Most users will prefer going silent rather than finding out how to report an incident if the process is too much of a burden. In practice, you should reach out and talk to your customers as much as you can to identify any uncovered concerns. But overall, you need to ensure it's super easy and fast for your customers to provide feedback so you can act on it quickly. The reason for that is simple. For example: do you remember the last time when you wanted to unsubscribe from a mailing list but never managed to do so? At some point, people will just give up as they will lose confidence in your ability to assist. This has such a negative impact on the company brand that you may even start losing customers earlier than expected. So it's critical for you to ensure your customers can reach out to your teams and get their concerns resolved as easily and directly as possible. Even if you don't get any issues being reported, don't just assume everything is OK. There might still be some uncovered reasons which could lead you to wrongful considerations. 3) A happy customer is also successful
04:35
May 15, 2022
#13 The Customer Success Cafe - 9 Things A Customer Success Manager Should Never Say At Work
9 Things a CSM Should Never Say At Work That's not my job I can't do it I wanted to do so, but ... We've always done it this way I'll try It's not fair This might sound like a stupid idea, but... I told you I'm busy right now The Customer Success Café Weekly Newsletter  Sign up now!👉 theCScafe.com Visit DrivingCustomerSuccess.com for top CS news from Silicon Valley to Pais and beyond, daily.
04:31
May 08, 2022
#12 The Customer Success Cafe - 5 Easy Steps To Customer Success (And How To Walk Your Own Way)
What a milestone! We've just crossed 700 subscribers this week! Join 710+ other highly effective Customer Success professionals who are getting a quick CS best practice from me every single week for free and sign up now! 👉 theCScafe.com 1/ Know your customer's business The truth is customers don't care about your company unless you solve a problem for them! So, get to know your customers' business, identify their challenges and ...solve them! 2/ Gather feedback and act upon it You have regular interactions with your customers and they are also engaging with your company at various levels. As I always say, a company without a focus on Customer Success is like a product without any feedback loop! see my post on Linkedin. Therefore, it's critical for you to gather feedback throughout the customer journey and ensure your actions are aligned with the perception of the value your customers are getting from you. So, collect feedback and act upon it! 3/ Be the guide "The Galatea Effect": people's self-confidence is directly related to the results they know they can deliver. So ensure you make your customers feel confident and believe in their ability to succeed. Simply said, be their guide! 4/ Be the conductor Like in an orchestra, no need for you to master all of the instruments. But you must know the role of every single one to make them play in harmony and produce a masterpiece, ultimately. So, be the conductor and lead the field! 5/ Celebrate milestones and successes! "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." - Maya Angelou So, make sure your customers feel valued at every single step. And celebrate milestones and successes more often! Your customers will thank you! 👉 Subscribe to my newsletter here: theCScafe.com For daily CS news from Silicon Valley to Paris and beyond,  visit www.DrivingCustomerSuccess.com
05:36
May 01, 2022
#11 The Customer Success Cafe - The Feynman Technique or How to Learn Anything in Customer Success and Beyond
Have you ever heard about the Feynman Technique? It's a powerful method to learn anything you want in the most simple way while you develop a deeper understanding of any given topic. In today's newsletter, we'll explore this fundamental technique and discover how you can apply its mental framework to Customer Success, especially around storytelling which is a top skill of any CS professional. The way I approach learning new or complex topics has changed since when I first discovered this powerful technique. And I hope it will help you in your personal and professional growth as well! The famous technique has been named after Richard Feynman, an American physicist who won the Nobel Prize in 1965. His genius was in his ability to explain and tell the story of extremely complicated subjects like Physics, in simple and easily digestible terms so anyone could understand. Simply said, based on his observations during his academic career, he realized that people who were using complex words were often hiding a lack of deeper understanding. We all know a few of them who always use acronyms, and long sentences or make things more complicated than they should be, don't we? It's easy to learn a new concept at a surface level but much better to understand it deeply. And this latter requires focus, dedication, and consistent effort which most people will not be giving in. The best Customer Success Professionals I know are using the Feynman technique in their everyday interactions whether they are aware or not! !! So, what's this famous framework about and how can you apply it to learn any particular subject in CS? The Feynman Technique is composed of four key steps: Chose your topic Elaborate so a 12-year old child can understand Fine-tune your understanding and simplify Organize and Review Let's explore each of these steps in detail so you can start practicing immediately in your day-to-day activities as a Customer Success professional and level up your game in 2022 and beyond! !! www.theCScafe.com www.DrivingCustomerSuccess.com
07:14
April 24, 2022
#3 The Customer Success Cafe - 5 Daily Habits You Should Form To Avoid Firefighting And Losing Control Of Your Day
1. Always put customers first 2. Define what success means for your customers 3. Look to add value to every single interaction 4. Collect feedback for continuous improvement 5. Always go the extra mile https://thecscafe.com/ https://www.drivingcustomersuccess.com/
05:43
April 18, 2022
#10 The Customer Success Cafe - 5 Customer Success Metrics You Wish You Knew Earlier
In its most simple definition, driving Customer Success is all about building strong partnerships with your customers so you can deliver greater business outcomes.  As your primary goal is to help them overcome their challenges and arrive at the destination, you need to set a few critical performance indicators to be able to measure progress and the impact of your CS strategies.  These are NRR, MRR, CLV, CES, and NPS which I've covered in a previous edition here.  But there are more.  And today we are going to explore 5 other metrics which I believe are equally important and that will help you in your day-to-day conversations.  These are:  1/ CAC: Customer Acquisition Cost  2/ MAU: Monthly Active Users  3/ CSAT: Customer Satisfaction Score  4/ CHS: Customer Health Score  5/ TTV: Time To Value  HAKAN'S TOP RESOURCES  • One Book: The CS Professional Handbook - by Ruben Rabago and Ashvin Vaidyanathan.  Get your copy here.  • One Talk: Earl Nightingale  Continuous learning and developing your skills are key to succeeding in CS.  Tune in and listen to this epic 3+ hours of pure wise guidance about achieving success from Earl Nightingale.  Died in 1989, Mr. Nightingale is an American radio speaker and author, dealing mostly with the subjects of human character development, motivation, and meaningful existence.  He was the author of "The Strangest Secret", one of the great motivational books of all time with his famous quote: "We become what we think about".  Do you want to become a top-performing CS pro? Then listen to this episode on my podcast from time to time and apply the fundamentals M. Nightingale describes.  I guarantee you will sooner or later become what you "think about" all the time!  www.theCScafe.com  www.DrivingCustomerSuccess.com
05:07
April 17, 2022
#6 The Customer Success Cafe - How To Grow Your Linkedin Audience in 5 Easy Steps
Customer Success starts with the very 1st interaction customers have with your company. And it goes the same way for you and your personal brand. Your own success will largely depend on your attitude towards others and the way you interact with people around you. This has never been more relevant than ever before in particular on social media platforms! One of them I’ve been using heavily for a couple of months now is Linkedin. The potential you can get out of this platform is huge and can be life-changing! But you need to understand its fundamental purpose and the direction the product took since Ryan Roslansky became the company’s new CEO in Feb 2020, almost around the same time as the pandemic started. It’s in fact not about finding jobs anymore and the opportunities go beyond such transactional interactions which have no specific value apart from the experience of applying online. Indeed. For many, it’s now become their favorite social network where they can access and learn from the best minds, leaders, mentors around the world and grow their personal or professional skills. To me, Linkedin is like school but with better teachers if only you know how to use it! One of my connections, Mo McKibbin - Head of CS at Moxion, even mentioned in her comment that she feels like she has an “unofficial MBA” which I couldn’t agree with more! Others are teaming up to work on specific projects, create communities, gather locally to discuss and bring the Customer Success practice to the next level, raise funds for their startups, and so much more! And yet, most people still don’t get it. They think it’s just about serving their own interests whenever they need it. Others use the platform just to sell something. But the truth is: no one cares about you unless you care about them first! One thing I always say is: you have to put in the wood before asking for heat. And yet most people still expect others to help without giving anything first themselves. We, as human beings, are primarily wired to take action to survive. And the best way to do so is to build strong relationships with people who have similar interests to us to support each other, encourage, celebrate, help overcome failures and navigate through tough times as necessary. And without a powerful community supporting you on this journey, chances are you might be left alone in the long run. So, based on these fundamentals, how and where are you going to start and take action? Tune in to learn the 5 steps I'm describing in detail.
16:18
April 16, 2022
#5 The Customer Success Café - Top 5 Metrics You Should Master in Customer Success
Customer Success in SaaS is easy. You just need to understand NRR, ARR, MAU, DAU, NPS, CSAT, TAM, LTV, CAC, GTM, OKR, KPI, SEM, SEO, YOY, YTD, B2B, B2C, IPO, and of course CS, CCO, CSM, CS Ops! !! :-)) Here are the 5 simple Customer Success metrics you should primarily know about: 1/ NRR: Net Revenue Retention (in %) The percentage of recurring revenue retained from existing customers in a defined time period, including: expansion revenue (upsell & cross-sell) downgrades cancellations (churn) NRR > 100% => growth And the higher the NRR, the better: ideally over 120%. In this category, the all-time record comes from Snowflake with an NRR of …162% ! !! 2/ MRR: monthly recurring revenue Revenue earned from subscriptions in a month. One of the most important metrics, helping identify trends and forecasting future revenue. Affected by upgrades, downgrades, and churn. If MRR goes down =>warning. The same goes for ARR: annual recurring revenue. 3/ CLV: Customer Lifetime Value Total revenue you can expect from a single customer throughout the business relationship. Helps identify the most valuable customer segments. The longer a customer continues to purchase from your company, the greater their lifetime value is. 4/ CES: customer engagement score A single number measuring how engaged your customers are with your products or services and represents the total of your customer’s health, success, and engagement. The higher CES, the better. Helps identify trial customers ready to purchase, customers that need help or are about to churn, customers for up-sell or cross-sell opportunities. Calculated by combining inputs from frequency and depth of usage, specific actions, and information along the customer journey. The key benefit is to get one single number only instead of many different data entries and measure a customer’s level of interactions with your company immediately. 5/ Net Promoter Score (NPS) A controversial, sentiment-based metric to measure how likely a customer is to recommend your products or services on a scale of 1 to 10. Not enough alone to assess the bigger picture but yet a way to quantify customer loyalty to some extent. To have a great NPS, you need more Promoters, and fewer Detractors. - And that’s it! These were just 5 Customer Success metrics that matter in SaaS: 1/ NRR 2/ MRR 3/ CLV 4/ CES 5/ NPS www.theCScafe.com www.DrivingCustomersuccess.com
04:44
April 15, 2022
#2 The Customer Success Cafe - How to Write Cold Emails That Get 90% Responses ?
In Customer Success, one of the most challenging areas is to identify and connect with the right audience, stakeholders, sponsor, or champion at the customer organization. Sometimes, there is no other choice left than to send out “Cold Emails”, which you need to master. So how do you write cold emails that get responses? These are messages you send to people you are not yet connected with. I’ve sent hundreds over the years, and here’s what I’ve learned: It’s not about “send and wait”, but a few fundamentals to succeed. The principle of an effective cold email is based on the famous methodology called “AIDA”: 1) A-ttention 2) I-nterest 3) D-esire 4) A-ction -and in that order. Let’s break down each of the steps quickly. 1) Attention The subject line of your email ***must hook*** your reader’s attention. 2) Interest The body of your email must be customized, relating a few topics of interest to your reader. Here’s where you can mention a few of their work or projects you liked, etc. 3) Desire Now that you’ve laid down the basics, time to create a desire for your reader to learn more about what you have to offer. Tell them why you’ve reached out and how you can bring ***value***. 4) Action Finally, close the loop with a clear and direct call to action inviting the reader to take a single and simple step. Example: call, subscribe, visit, check this out, etc. Ohh, as a bonus, ensure to include a “PS:…” at the end of your message, right after the call-to-action. I’ve found that it was an absolute attention-catching way to conclude. Overall, keep it simple, with short sentences, straight to the point, and without any complicated words or acronyms. So, next time you want to reach out to someone you have not interacted with yet, try following these steps instead and let me know if it helped - as it always did for me. You’ll be amazed to see your response rates crushing the roof! !! ***** Well, that's all for today's edition. I hope you enjoyed it, I hope you learned something and I hope you'll share it with others so that we can continue to grow this amazing community! Thank you for listening! https://www.theCScafe.com https://www.DrivingCustomerSuccess.com
02:34
April 11, 2022
#9 The Customer Success Cafe - 4 Natural Emotions You Should Use To Drive Better Customer Outcomes
In Customer Success, we tend to focus on metrics and strategies but the truth is it's a lot about our most brutal feelings. Research confirms that we act based on our emotions first but then justify our actions with rational logic. And discussing with customers often feels like we are in a therapy session where we listen to understand their pain points in an open conversation: • How's the project going? Tell me more about your challenges. • What specific and painful problem do you need to solve? • What was your experience? What's preventing you from doing so, hitting your targets? and so on. At the end of such a consultation, we give customers a prescription helping them overcome challenges and arrive at their destination. It's like telling a great story where you'd position yourself as the guide coming up with an action plan and describing how your customer's life would be if they got what they wanted. This is why I chose to take a different perspective in today's edition and focus more on what we tend to forget: the human touch for a better customer experience and outcome. These are the most basic natural emotions you can leverage to drive impactful conversations and ultimately, ensure your customers are the most successful. And here are 4 of them that can help you in your day-to-day interactions to encourage your customers to take an action: 1) Happiness 2) Selfishness 3) Fear 4) Belonging Using these 4 most brutal feelings and emotions in your interactions will drive more engagement with your customers over time. But beware. It's about being authentic and nurturing genuine relationships at all times. Faking any of these emotions will almost always backfire and hurt your credibility and trustworthiness over time which you want to avoid at all costs! References: Chris Voss's book: "Never Split the Difference", Amazon.com
07:53
April 10, 2022
#4 The Customer Success Café - Top 7 Soft Skills That Will Help You Get Ahead in 2022
As Customer Success professionals, we all know the importance of developing soft skills that will help us set apart. However, these are also the hardest to develop. While your experience or technical knowledge can position you ahead of your peers, it’s your attitude in every single interaction with others that will help you rise and shine in the long run! This is why it’s critical to develop a few fundamental soft skills and make them a habit so they become a natural part of your own success! So, here are the 7 soft skills I believe any great Customer Success Professional should focus on: 1) Ownership 2) Communication 3) Relationship building 4) Empathy 5) Teamwork 6) Emotional Intelligence 7) Time management But there are more which I am discussing in detail with practical examples in my book. Check it out! References: My book: How to Become A Customer Success Manager, available on Amazon Chris Voss's book: Never Split the Difference
07:03
April 10, 2022
#1 The Customer Success Café - Ryan Roslansky, CEO of Linkedin Takes on Customer Success Very Seriously
I am a heavy user of Linkedin. I run a lot of search queries on the platform to identify the right people I want to interact with, in particular the CS professionals. However, there is no function called “Customer Success” to help you narrow down your search. Your only option is to add a keyword instead. It does not make sense to select “Sales”, “Support”, or “Consulting”, etc. which always returns inappropriate results anyway… So, I thought everyone else like me was struggling with this issue and decided to bring the topic to Linkedin and made a post about that! It got traction immediately with a lot of people reacting, commenting, and advocating for the same issue to be resolved. But I was far from imagining that only 4 hours later, the CEO of Linkedin himself Ryan Roslansky would react as well and take ownership of my request! One of my Linkedin connections Muhammad Ali Avais simply tagged the exec team in support of my request, asking for the feature to be reviewed. Ryan then looped in Omar Siddiqui, Head of Product, Data Standardization at Linkedin to drive the conversation further! It’s been a total blast for all of us! I think nobody on the thread was expecting that the CEO of Linkedin would step in and help!?!?! And only a few minutes later, Omar responded saying “Customer Success Professionals should have a place to easily identify with”. Now I think it’s just a matter of time to get the feature reviewed and prioritized. And I guess it’s very likely that the search engine will have a new field added: Customer Success!!! I’ll follow up on my suggestion very closely and publish any updates as they may come in the following days. So, this is the story about how a simple but impactful request escalated quickly for a delightful customer experience with an immediate outcome! Well, that’s all from me for today’s edition. I write about Customer Success Management and good news: I have nothing to sell to you!! Thanks for subscribing! If you found this quick newsletter helpful, please share it to help others find and subscribe as well. • Twitter: follow me @DrivingCS • For top daily CS news from Silicon Valley to Paris and beyond, visit DrivingCustomerSuccess.com Thank you, Hakan.
02:14
April 09, 2022
Jim Rohn - Full Audio - Self Development
Continuous learning and developing your skills are key to succeeding in CS. Tune in and listen to this epic 2-hour pure wise guidance about achieving success with Jim Rohn. Rohn was an entrepreneur, author, and motivational speaker. His early years were spent in direct sales. In 1963, Rohn discovered he had a talent for public speaking. He went on to present personal development seminars worldwide for more than 40 years, until his death in 2009. Life coach Tony Robbins, sales expert and author Brian Tracy, and “Chicken Soup” series creator Jack Canfield count Rohn as a mentor. And his legacy of hard work and extraordinary living remains an active influence on dreamers and doers everywhere thanks to his many motivational quotes. Here are a few of my favorites: 1. “Don’t wish it was easier, wish you were better. Don’t wish for less problems, wish for more skills. Don’t wish for less challenge, wish for more wisdom.” 2. “If you are not willing to risk the unusual, you will have to settle for the ordinary.” 3. “Start from wherever you are and with whatever you’ve got.” 4. “Formal education will make you a living; self-education will make you a fortune.” 5. “Success is nothing more than a few simple disciplines, practiced every day.” 6. “Either you run the day or the day runs you.” 7. “We must all wage an intense, lifelong battle against the constant downward pull. If we relax, the bugs and weeds of negativity will move into the garden and take away everything of value.” 8. “Motivation is what gets you started. Habit is what keeps you going.” 9. “If you are not willing to risk the unusual, you will have to settle for the ordinary.” 10. “To solve any problem, here are three questions to ask yourself: First, what could I do? Second, what could I read? And third, who could I ask?” 11. “If you really want to do something, you’ll find a way. If you don’t, you’ll find an excuse.” 12. “If you go to work on your goals, your goals will go to work on you. If you go to work on your plan, your plan will go to work on you. Whatever good things we build end up building us.” 13. “Motivation alone is not enough. If you have an idiot and you motivate him, now you have a motivated idiot.” 14. “It isn’t what the book costs; it’s what it will cost you if you don’t read it.” 15. “You must take personal responsibility. You cannot change the circumstances, the seasons, or the wind, but you can change yourself. That is something you have charge of.” 16. “Success is neither magical nor mysterious. Success is the natural consequence of consistently applying the basic fundamentals.” 17. “Failure is not a single, cataclysmic event. You don’t fail overnight. Instead, failure is a few errors in judgment, repeated every day.” 18. “Work harder on yourself than you do on your job.” 19. “You cannot change your destination overnight, but you can change your direction overnight.” 20. “You don’t get paid for the hour. You get paid for the value you bring to the hour.”
02:04:49
March 20, 2022
Earl Nightingale - Full Audio - Self Development
Continuous learning and developing your skills are key to succeeding in CS. Tune in and listen to this epic 3+ hours of pure wise guidance about achieving success from Earl Nightingale. Died in 1989, Mr. Nightingale is an American radio speaker and author, dealing mostly with the subjects of human character development,  motivation, and meaningful existence.  He was the author of "The Strangest Secret", one of the great motivational books of all time with his famous quote: "We become what we think about"! Do you want to become a top-performing CS pro? Then listen to this episode multiple times and apply the fundamentals M. Nightingale describes. I guarantee you will sooner or later become what you think about all the time!
03:42:17
March 12, 2022