Colin Kemble - Head of Customer Success Acute & Payer
- Memorialize the best practices within your most successful customers, package them, and scale them out to your base. Sharing real examples with quantifiable outcomes, showing precisely how a similar customer is achieving better results, is what enables CSMs to become trusted advisors.
- Standardize most interactions with your customers, and measure everything. If every customer interaction is unique in approach you can neither measure the efficacy of those touchpoints nor manage them at scale.
- Leverage top performers’ use cases and performance analytics to bring your customers insights that tell them something unique to their business. Most SaaS platforms afford significant performance transparency, which should be leveraged to tell customers where additional value can be realized.