Discover and read the best of Twitter Threads about #customersuccess

Most recents (8)

Thinking about a new career? #Customersuccess is one of the fastest growing sectors in tech. Keep reading to learn more about the CS role & learning skills relevant to the job #thread 🧵Pt.1

#techishiring #remotework #blacktechtwitter #womenintech #techtrends #technology
This is a role where you will engage w/ clients of your company to capture current engagement and usage, goals, & together determine how your company’s products & services may support in driving their goals & priorities & leverage your company tools to scale their team or brand
Customer Success is sometimes referred to as client success, customer experience or client partner. The main objectives are to onboard and engage with existing customers to drive customer objectives and increase customer satisfaction #techtwitter #tech #techtrends
Read 22 tweets
I wrote these 5 #CustomerSuccess tweets as a part of the #hypefurychallenge

👉🏼 1 - Listening to (angry) customers with a new mindset
👉🏼 2 - I am building in public a product around teams? What do you think?

👉🏼 3 - Churn isn't the devil. Reframing the dreaded churn conversation.

Read 5 tweets
“Why should anyone be led by you?”

This is the story of how I answered this question for myself.

(the answer might surprise you) 👇
Back in 2010, I was looking back at a long corporate career improving and implementing business processes.

We were internal account managers.

On one side we had the central group defining strategies, standards & tools.

The other side: people implementing those standards.
I was in the middle.

"Selling" the new functionality to the implementation teams.

Reporting back all the problems, challenges, and bugs.

There were a number of projects going on at the same time.

Just like modern-day #CustomerSuccess life.
Read 10 tweets
"To complicate is simple; to simplify is complicated."

I'm the #enablement guy in a #CustomerSuccess world.

Lots of 🏴‍☠️ sounds being thrown at me:


Behind these numbers: people and relationships.

9 simple guiding #relationshipfirst principles for any #CSM 👇🏼
1. Taking charge.

Clients bring lots of topics to the table.

It's like a leaf storm. And the temptation is to rake all the leaves.

But why are there so many leaves?

What do customers really want to achieve?

Taking charge means taking the conversations to a deeper level.
2. Showing Up

We've all experienced it.

Priorities come in the way. A client relationship is left hanging.

And one day, the client kisses you goodbye. Or not.

They never come back.

The worst: you didn't expect the break-up.

Showing up means checking in every now and then.
Read 11 tweets
1/ In 2021, #CustomerSuccess is everyone's job. That's especially true if you have a usage-based #pricing model where revenue growth is 100% dependent on customers using and seeing value from your product. Here's what that means for Product, Marketing, Sales, and more 👇
2/ Product: Treat #product investments as a revenue-generating expense. This means spending more on R&D vs. S&M relative to peer companies. Put that extra $$ towards UX and PM around product adoption & usability not just new features. Aka #PLG investments.
3/ Marketing: Connect marketing with the product and user community. Marketing should inspire & educate users.

@twilio is incredible here. They have quick start video guides, code samples for top use cases, a Twilio Champions program, and even a TwilioQuest role-playing game.
Read 6 tweets
We've done 7 episodes of Implementation Stories, an exclusive event with our community, focused on onboarding & implementation. We've learnt a lot from these sessions! So I'm sharing our notes from 5 of these sessions 👇 #CustomerSuccess #ProfessionalServices #CustomerOnboarding
S01E02 Nigamanth from @Gopando (Logistics & Supply Chain)
* Make customers own the outcomes
* Value of Steering Committees
* Don't try to map the "as is" process
* Light vs heavy touch
* Gamifying adoption
* What's in a team name?!…
S01E03 @jharnamoorpana from @WebEngage
* KPIs for onboarding
* Handling data integrations
* Weekly themes & checklists
* Hand-offs
* Roles in mature onboarding teams
* Hiring
* POCs…
Read 7 tweets
After our fantastic webinar with @Salesforce, we sat down, as a team, to collect our best #CustomerSuccess content ✅ 📝 (A thread)
First off, our free #Ebook is essential reading for #CustomerSuccess. It's a must-read for any new hire on our own #CS team 📘… (1/12)
Of course, we had to mention our #webinar with @Salesforce. They showed us how they use @ProcessStreet to efficiently grow their #ClientSuccess practice, especially #ClientOnboarding and #ClientExperience 🙌 📹 (2/12)
Read 16 tweets

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