Proactive Customer Success Management - What are your current methods?

shaneketterman
Member Posts: 13 Navigator





Don't even ask why I keep making frameworks but I sure do love it. Actually, I know why I do. I'm a visual, list type of guy.
Over the holidays I crafted this because I'm applying for a CSM role where they want to focus more on proactive approaches and I thought that if they do hire me (fingers crossed) then I would have a good start on day 1
This goes through the "typical" customer lifecyle and identifies proactive activities that could be implemented. It's definitely not linear as it would appear, but, I wanted to try and capture to the best of my knowledge how to be more proactive.
I'd love to know how others are approaching being proactive!

Over the holidays I crafted this because I'm applying for a CSM role where they want to focus more on proactive approaches and I thought that if they do hire me (fingers crossed) then I would have a good start on day 1

This goes through the "typical" customer lifecyle and identifies proactive activities that could be implemented. It's definitely not linear as it would appear, but, I wanted to try and capture to the best of my knowledge how to be more proactive.
I'd love to know how others are approaching being proactive!

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Comments
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Super comprehensive @shaneketterman - great work on this. 👏🏼1
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Thanks @Bodin Pollard I appreciate it!0
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Hey Shaneketterman,
I just wanted to reach out and thank you for writing such an excellent blog on proactive customer success management. Your insights and tips were incredibly helpful and provided a new perspective on how to approach customer success.
Your thoughtfulness and expertise really shone through in your writing, and I feel grateful to have come across your thoughts.
Again, thank you so much for sharing your knowledge and expertise. Your work is greatly appreciated!
Sincerely,
Tejash Mehta
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You are more than welcome Tejash. It's a topic I'm really passionate about because of the huge impact it can have on the customer, and your own team. I am sure that this can be improved even more but I tried to at least take a start at putting it into a visual form! @tejash_24
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Outstanding visual Shane! I love how you map the activities by customer lifecycle stage. Thanks for posting for the group...1
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This is awesome, @shaneketterman! Is there any chance you would provide this in a file so we can see the finer details?
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Thank you so much @amanda_cumbie I really appreciate it and I sure do have a file. I'm attaching a PDF version!1
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This is awesome, @shaneketterman! Is there any chance you would provide this in a file so we can see the finer details?
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@shaneketterman this is awesome! I hope you shared it with your interviewer and go the job!0
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As a fellow 'visual' I appreciate your approach. Thanks for sharing!
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