Markus Rentsch's Linkedin Analytics

I’m happy to announce the next step of my partnership with Ask-Ai 🎉 Your purpose as a CSM is to help your customers solve their problems and accomplish their goals. But that does not mean you do it for them. Your job is to provide the education and training to enable them to do it themselves. Giving your customers all the answers they need is not an easy task. Your content and information are spread across dozens of different tools. How can you leverage it all? Ask-AI has built an AI sidekick to source knowledge from over 100 systems, including Google Workspace, Slack, and Salesforce. Context-based and in real-time. I'm happy to announce that as of today, you can find their free Enterprise AI guide in my shop. Download it here and learn how to leverage your knowledge with AI 👇 https://lnkd.in/dGcVWQWD

Are you a nice or a good CSM? Why not both, you may ask. To some extent, it’s true, if you are difficult to work with, you won’t become a good CSM. But despite having the best intentions, being too nice leads to bad habits you are paying for dearly. A CSM who is too nice ⛔️ Tells Customers what they want to hear because they don’t want to step on anyone’s toes ⛔️ Serves as a single point of communication to become the go-to person for everything ⛔️ Solves customer support tickets themselves despite being less qualified ⛔️ Does the work for the customer to reduce their effort and make them happy ⛔️ Spends resources on fixing bad-fit customers because they want to save everyone A good CSM, on the other hand ✅ Tells customers what they need to hear to become successful ✅ Sets clear boundaries and educates customers about the right people for different ✅ Focuses on their core competencies in customer training, education, and advisory services ✅ Enables customers to do the work on their own through transferring knowledge and building skills ✅ Spends resources on making the biggest impact because they are working for a company that is in the business to make money In short, CSMs who are too nice are yes-sayers and people-pleasers. They are flying under the radar and coming last regarding recognition, career, and compensation. Good CSMs are driven by creating results. They build healthy relationships with their customers and within their company. They are not taken advantage of and get what they deserve. Be brutally honest and ask yourself what kind of CSM you are. PS: Join 9.6k+ CS professionals and sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP

Customer Success Manager compensation should include commissions. Here’s why 👇 I keep hearing that sales reps are high-paid because they own a high-risk role. If they are not accomplishing their goals, they are getting fired. But here’s the thing - so do CSMs. Countless CSMs have lost their jobs in the past 3 years. Heck, even entire CSM teams are still getting disbanded. The bottom line is that being a CSM has the same downsides. But it does not come with the same upsides aka earning potential. This is ridiculous considering that most revenue happens after the initial sale (at least in healthy SaaS companies). They should get paid commissions based on the ARR of every account in their portfolio. For every year customers stay they should increase like - 1st year - 5% - 2nd year - 10% - 3rd year - 15% - 4th year and beyond - 20% (assumed break-even point) including all the expansions, up-, and cross-sells that are sold. It’s up to 25 times as expensive to acquire a new customer than keeping existing ones. Selling to existing customers has up to 14 times higher conversion rates than selling to new ones. It’s time compensation structures get adjusted accordingly. PS: Join 9.4k+ CS professionals and sign up for my weekly newsletter if you like this post → https://lnkd.in/dtC7MEjP