Proactive Customer Success Management - What are your current methods?

shaneketterman
shaneketterman Member Posts: 13 Navigator
10 Comments 5 Likes Name Dropper Photogenic
edited January 2023 in GGR Cafe
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!


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  • Bodin Pollard
    Bodin Pollard Member Posts: 7 Seeker
    Third Anniversary 5 Comments Name Dropper Photogenic
    Super comprehensive @shaneketterman - great work on this. 👏🏼
  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
    10 Comments 5 Likes Name Dropper Photogenic
    Thanks @Bodin Pollard I appreciate it!
  • tejash_24
    tejash_24 Member Posts: 23 Navigator
    10 Comments 5 Likes 5 Insightfuls Name Dropper

    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

  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
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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
  • David Kroeber
    David Kroeber Member Posts: 1 Navigator
    Second Anniversary First Comment Photogenic
    Outstanding visual Shane!  I love how you map the activities by customer lifecycle stage.  Thanks for posting for the group...
  • amanda_cumbie
    amanda_cumbie Member Posts: 3
    Name Dropper First Comment
    This is awesome, @shaneketterman! Is there any chance you would provide this in a file so we can see the finer details?

  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
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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!
  • amanda_cumbie
    amanda_cumbie Member Posts: 3
    Name Dropper First Comment
    This is awesome, @shaneketterman! Is there any chance you would provide this in a file so we can see the finer details?

  • dianej27
    dianej27 Member Posts: 7 Navigator
    5 Comments Photogenic Name Dropper
    @shaneketterman this is awesome! I hope you shared it with your interviewer and go the job!
  • Shaun Porcar
    Shaun Porcar Member, CS Leader Posts: 22 Thought Leader
    Fourth Anniversary 5 Comments Name Dropper Photogenic

    As a fellow 'visual' I appreciate your approach. Thanks for sharing!

    https://www.linkedin.com/in/eshaun

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