"To complicate is simple; to simplify is complicated."

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

Lots of ๐Ÿดโ€โ˜ ๏ธ sounds being thrown at me:


Behind these numbers: people and relationships.

9 simple guiding #relationshipfirst principles for any #CSM ๐Ÿ‘‡๐Ÿผ
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.
3. Asking for Help

When was the last time you reached out and asked for help?

Trying to look good?

Showing that we need help is a courageous and vulnerable act.

People love to help.
4. Staying when it gets tough

Every conflict is difficult.

There's an urge never to reach out again.

Avoiding a difficult conversation is a natural reaction.

But showing that you are willing to stay and working it out is worth everything.
5. Listening

I often hear the "should, could, would, perhaps, and maybe's."

Behind these words is a hesitation.

A hesitation to commit to something.

Asking about the story behind this is another opportunity to dig deeper and find out what the client really wants.
6. Powerful Questions and Pauses.

"If you had a magic wand, what would you like to see?"

"What are you trying to achieve?"

"How would that look like?"

Powerful questions have 5-6 words.

Ask any one of them. Then pause. And wait for the answer.

Wait even more.
7. Communicating Clearly

There are many communication frameworks.

The one I recommend:

- What is the reason for this communication?
- What do you want people to do?
- Illustrate the outcome as vividly as possible.
- Then ask if they got it and if it makes sense.
8. Networking within the Account

It's comfortable, I get it.

Build a great relationship, benefit from it for years.

But clients move on, and you realise you built a relationship with a person, not with a company.

Who are you building a relationship with?
9. Success Plans or "Designed Alliances?"

Every relationship has unwritten rules.

What would happen if you made these unwritten rules clear and explicit?

If you knew what to do if things went wrong?

If you know your client's expectations?

Have that conversation.
Liked this thread?

I share tips on making #relationshipfirst your secret weapon against #churn

You can join me on my journey by following me.

This was done as a part of #hypefurychallenge . It was a lot of fun!

โ€ข โ€ข โ€ข

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More from @frncscobptsta

16 Sep
How to design a course or webinar in under 1 hour.

A thread on how we take an idea and create a course from the first principles.

THREAD on course design ๐Ÿงต... Let's go ๐Ÿ‘‡ Image
Everyone approaches course building differently.

Most just write down exercises.

This approach:
- Structures your knowledge in a model
- Builds a way to use your model
- Simple

1. Start with a promise.

Your audience has a problem.

What is your course going to help them accomplish?

Example: Have a difficult conversation with a client. Image
Read 13 tweets
15 Sep
I wrote these 5 #CustomerSuccess tweets as a part of the #hypefurychallenge

๐Ÿ‘‰๐Ÿผ 1 - Listening to (angry) customers with a new mindset
๐Ÿ‘‰๐Ÿผ 2 - I am building in public a product around teams? What do you think?

๐Ÿ‘‰๐Ÿผ 3 - Churn isn't the devil. Reframing the dreaded churn conversation.

Read 5 tweets
14 Sep
โ€œWhy should anyone be led by you?โ€

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

(the answer might surprise you) ๐Ÿ‘‡
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

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