Discover and read the best of Twitter Threads about #relationshipfirst
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“Why should anyone be led by you?”
This is the story of how I answered this question for myself.
(the answer might surprise 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.
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.
"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.
"To complicate is simple; to simplify is complicated."
I'm the #enablement guy in a #CustomerSuccess world.
Lots of 🏴☠️ sounds being thrown at me:
NRR, ARR, CARR.
Behind these numbers: people and relationships.
9 simple guiding #relationshipfirst principles for any #CSM 👇🏼
I'm the #enablement guy in a #CustomerSuccess world.
Lots of 🏴☠️ sounds being thrown at me:
NRR, ARR, CARR.
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.
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.
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.
