Growing up in the 90’s Chevy’s Like a Rock commercial was regularly on TV.
Chevy launched the campaign to highlight the durability and dependability of their trucks with the main message communicated by Bob Seger’s “Like a Rock” song.
Customer Success Managers can be like a rock for our customers too.
Let’s review how:
Dependable
According to Oxford Languages Dictionary, dependable means “trustworthy and reliable.” CSMs can be someone our customers can count on. For example:
- Times of Trouble: Our customers may face technical issues, adoption struggles or product feature limitations. We can help our customers work through these problems.
- Solutions: Customers may rely on us to stay up to date on new product features, how to use our product for answers to business challenges and to provide educational content to guide their strategy.
- Consistent Presence: We are a regular presence for our customers from the start of their journey forward. We are also their main contact at company among other stakeholders they may work with. It’s our job to be available for our customers.
- Counsel: Our customers look to us for advice. We may become their trusted advisor related to our product, field and industry.
Durable
Durable is defined as “able to withstand wear, pressure, or damage; hard-wearing” according to Oxford Languages Dictionary. The meaning also includes long-lasting, tough and strong.
Here are some ways we can be durable for our customers.
- Resilient: Partnering with customers means we need to work through obstacles. It’s our responsibility to help our customer remove barriers and keep going in their journey.
- Internal Advocacy: CSMs are a voice for our customer’s needs internally. We may need to stand up for our customer among colleagues to help get our client’s needs met.
- Sustainability: A long-lasting customer relationship may have many ups and downs and failures and triumphs. CSMs can be ready to go the distance with our customers.
When CSMs are thinking about our customer relationships, we can embrace Bob Seger’s lyrics:“Like a rock, I was strong as I could be.”