@Anita Toth - you've received a lot of great suggestions on this thread. Great book recommendations along with specifics individuals shared.I actually created a training for sales and customer success professionals on this very topic. My sole reason for creating the course is because I found this to be such an incredibly important skill required for any successful CSM or sales professional yet it was a skill that not many had mastered. I was seeing CSM's reacting vs. responding which was causing a less than optimal experience for the client and less than optimal results for our company. I was also noticing that were were 'giving away the farm' because of unrealistic demands from the customer that our team didn't know how to handle effectively. I also noticed there were revenue generating opportunities hidden within these difficult situations that were not being pursued.
So I created a training course to address all of the above. Here is the A.V.A.T.A.R. framework I teach (if this is helpful):- A - Active Listening (critical to solving the right problem and building connection with the client)- V - Value (get curious and find what the real value is to the client and to you so that you are working towards a mutually beneficial outcome)- A - Attitude (your attitude determines your outcome so check your attitude to ensure you're setting yourself up for success)- T - Think bigger (use this situation to explore if there is a hidden revenue opportunity or relationship building opportunity available to you)- A - Accountability (this is another critical step in building trust with your clients; do what you say you will do and stay with it until the end)- R - Resolution (how you navigate the discussion with the client when you are not able to give them all they are asking for has a big impact on whether the conversation goes well or poorly. There are tips and tricks on how to do this).I hope this helps.
Thanks for this suggestion @Kelly McGillis. ?? Sounds like the book I'm looking for. I just got an Amazon gift card sent to me 5 minutes ago -- I know now how I'm going to use it. ?
@Matt Myszkowski I like this suggestion of using sales training to help with having those conversations and tailoring it to the CSM role.
CSMs are in a very unique spot -- they serve the customer and serve the company. Sales is there just on behalf of the company and doesn't serve the customer/client. While customer support is there to serve both customer and company but doesn't have the relationship aspect that CSMs have.
Certainly worth investigating role plays that help address the unique situation that CSMs are in.
Thanks for the feedback. ?
Thanks for sharing this @Anna Alley. I hadn't heard of the book and courses but it sounds interesting. (I just checked out their website.)
I'm glad to hear that you were able to adapt the training to help with customer conversations. If you don't mind answering, what's the biggest skill or takeaway from the training that has helped the most with customer conversations?