Client Days

Steve Jobs had a philosophy for building customer relationships described as “brand bank.” How can Customer Success Managers follow cues from Apple to maintain a healthy brand bank account with our customers?

CSMs can envision the situations they may face in a customer discussion and prepare ahead of time.

We can have a plan in to place for what we should know, what we should do and how we will act to help have a valuable discussion with our customers. 

Having a method to get up to speed fast on our customer’s situation can help us bring value to our discussion while being efficient with our time. 

Customer Success Managers can use strategies like planning our day, allocating our resources and monitoring status to help deliver outcomes to our customers. 

CSMs can apply the idea of “control what we can control” when we focus on what’s in our power to change and let go of what’s not in our power to change.

Customer Success Managers have an opportunity to embrace curiosity with our clients.

CSMs can be someone our customers can count on.

Studying how to eliminate bad habits can provide CSMs with ideas on how to build processes to help struggling customers. 

Atomic Habits’ Four Laws of Behavior Change can give CSMs ideas on how to guide our customers to results.

The book Atomic Habits shows you how to achieve remarkable results with tiny changes. What are some ways we can use Atomic Habits with our customers to achieve results?