The Customer Success Economy by Nick Mehta & Allison Pickens

Author:Nick Mehta & Allison Pickens [Mehta, Nick & Pickens, Allison]
Language: eng
Format: epub
ISBN: 9781119572732
Publisher: Wiley
Published: 2020-05-19T00:00:00+00:00

If you're not careful, you can end up with a CSM team that's pretty miserable. No one wants a team that's unhappy, but having an unhappy CSM team is arguably worse than having an unhappy team in any other department. That's because when your CSMs are unhappy, that misery spreads to your clients. When we don't attend to our own emotional needs, it's hard to attend to the emotional needs of others, including our clients. In other words, when we don't experience empathy from our work culture, our own supply of empathy for others runs low. Conversely, when our CSMs are happy, they're radiating joy to our clients, who in turn have a better Experience. If we're accountable for generating strong Experiences for our clients, we'll take infectious joy over contagious depression any day!

As Cote points out,

You have to always remember that your Customer Success team is the front-line experience for both your company and your brand. If your employees are engaged, happy, and empowered, they are going to do a much better job of ensuring your customers want to stay with your brand. The interactions between your CSMs and the customer, and the relationships they build, will have a long-lasting impact on the success of your business in terms of reputation as well as revenue. Empowered employees radiate competence and customers embrace that. Put simply, the happiness of our CS team is something that leaders have to care about.

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