Striking the right balance in customer communication is a delicate art. Too much, and you risk overwhelming them; too little, and they may feel neglected. Let's delve into the optimal frequency for Customer Success Managers to engage with their customers.
The foremost and primary goal of a Customer Success Manager is to develop a positive, trusting relationship with the client.
Using the information that you already have about their organization, their goals, and what they’re doing today, you can call (with a few more minutes of prep work) and quickly add value while minimizing the impact on everyone’s time.
When it’s time to introduce a complementary feature
Use your Customer Success software or usage data from another source to compare actions between your customer and users with similar attributes.
- Show them a quick win and they’ll be more likely to pick up the phone next time you give them a call.
You are in the middle of renewal or another conversation where a features-focused upsell would fall into motion organically
Including upsell discussions in an ongoing commercial conversation is the perfect time to bring up big-picture solutions
- Suggested Read- How to build an upsell strategy for your b2b SaaS product.
Best practices for configuring a customer health score
When your customer is using a new feature of your product/solution for the first time
- Make sure they get early value out of a feature as soon as they start using it
- Use this opportunity to reach out and ask for help
Take Away
Communication plays a stellar role in this part of keeping up with your customer’s value
When your customers haven’t achieved the desired outcome out of your product
If they haven’t reached their desired outcome, then brainstorm a few ideas to help them achieve their goals with their existing investment
- This invokes trust and lets them know you care enough to not let their investment go to waste
