Education
What is customer success? Is it customer support? Glorified training? A precise definition doesn’t exist, but Julie Federman describes customer success as a resource that helps customers align with core business objectives and priorities through measurable results. As a customer success manager at LinkedIn, she would know. Julie shares tips and tactics on combining software as a service (SaaS) sales and customer success. Her tagline on LinkedIn is: “Driving success and a love of learning through leadership consulting and education.” Topics Include: Customer Success Manager Role and Responsibilities: Consulting, change management, deployment, enablement, and training Account Manager Role and Responsibilities: Maintains commercial relationships to renew, upsell, and cross-sell current customers Buying Committee: Opportunities for collaboration between sales and customer success Who does what when making a decision? RAPID Decision Making Model: Recommend, Agree, Perform, Input, Decide How much time and energy should you invest in upselling clients to bring in additional revenue? Pareto Principle: 80% of your business comes from 20% of your customers Success Criteria: What does success mean to your customer? LinkedIn’s customer success support varies across business-to-business (B2B) lines Reasons for Conflict: How to have meaningful and productive work relationships Show Benefits of Service: Stories, surveys, measurable metrics, and other options Structured Communication: Create deliverables that succinctly resonate with certain populations and audiences What metrics make a healthy account? Existing internal metrics that indicate success to motivate team and help customers Change Happens: Maintain and mitigate churn, rotation, and retention LinkedIn’s Levels of Merit: Leadership, leverage, and results from performance reviews Potential for artificial intelligence (AI) and machine learning (ML) to predict churn Client-facing Community: Chat, connect, and comment to provide feedback on products Links and resources: Julie Federman LinkedIn How to Work Well With Others Lynda.com/LinkedIn Learning