Chad Horenfeldt - Customer Success & Customer Experience Leader at Meta
- 1. Customer Success is a balance between the inherent trust that your customers have in you and the value that they realize.
- Focus on your team’s CS efforts towards impactful customer engagements that build trust and deliver value rather than just on outcomes such as GRR and NRR. This includes business reviews, health checks and success plans. It also includes scaled approaches such as webinars targeted at certain segments.
- The role of the CSM is changing. Beyond other roles that now exist and new models such as scaled CS, CSMs need to change their mentality. They are no longer customer success helpers. They need a high degree of business acumen and analytical thinking. A new strategic CSM is emerging