🤝 I’ve been in sales a long time.
And I’ve learned a thing or two along the way.
Growing existing relationships is a superpower. 👇
Some of them span over 20 years.
→We have mutual trust.
→We talk even if I’m not selling to them.
→We have mutual respect for each other.
This foundation was built by being a:
→Waiter.
→Fish Monger.
→Client Manager.
→Account Manager.
→Partner Success Manager.
→Customer Success Manager.
It takes a special person to be a great Customer Success Manager.
Essential qualities include:
→Being Empathetic.
→Communicating well.
→Always being positive.
→Being a great Problem-Solver.
→Knowing your products.
→Being Adaptable.
→Being a Strategic Thinker.
→Strong Attention to Detail.
→Patience and Resilience.
These are all transferable skills.
→The transition from sales or account management to customer success is more seamless than you might think.
You can’t fake:
→Being a good human.
→Caring about your customers.
→Putting clients’ needs before your own.
Here’s why this matters:
→The probability of selling to an existing customer is 60-70%.
→The probability of selling to a new client is 5-20%.
→Existing customers are 50% more likely to try new products.
→Existing customers spend 31% more compared to new customers.
Business is not guaranteed:
→You have to earn it.
→Celebrate your existing clients.
When it comes to Customer Success:
→Have a diverse team.
→To compliment each other.
→So they can learn from each other.
P.S. What do you think is the most important quality for a Customer Success Manager to possess, and why?
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