Here are 8 things CSMs could be doing with customers if they weren’t spending so much time chasing support cases:
1. Documenting goals
2. Defining success plans
3. Consulting on processes
4. Advising on best practices
5. Harvesting customer case studies
6. Identifying expansion opportunities
7. Building new customer relationships
8. Ensuring customers are properly trained
Instead of investing more in customer success managers, your next best retention / expansion dollar may need to be spent on improving customer support.
Rock solid support is the first step in building a world class customer success practice.
What else could your CSMs be doing more of if they weren’t filling gaps in support?
