Markus Rentsch’s Post

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Helping SaaS companies to deliver, grow, and monetize Customer Value with the CSM Operating System.

CSMs, you don't build meaningful customer relationships by 🟡 personalizing outreach 🟡 treating customers as humans 🟡 meeting them on their preferred channels That's what your customers are expecting anyways. The fastest way to build trust that powers strong relationships is to 1️⃣ Kick things off by having an old-fashioned 1:1 conversation 2️⃣ Where you are asking open questions about your customers' business 3️⃣ But otherwise shut up and let your customers do the talking 4️⃣ To make them feel heard and 5️⃣ Show that you genuinely care about their success That's not rocket science but few CSMs take the time these days. Fewer CSMs ask meaningful questions. And only a handful are able to spend 80% listening and 20% talking instead of the other way round. Be one of them. PS: Join 5.1k+ CS pros reading my newsletter for more detailed content --> https://lnkd.in/dtC7MEjP #saas #customersuccess #customervalueledgrowth

David Curry, CCSM

Customer Success | Cyber Security | Army Veteran

8mo

My two additions to this great list: First: Mean what you say, and say what you mean. Customers value transparency, as this helps in building trust. Do not add fluff for the sake of trying to sound smart. This is the quickest way to lose credibility. Second: Follow up and deliver on everything that is within your power (and reason) to do so. Being reliable will also help your customer realize that you are "their go-to person" and will go a long way in terms of strategic relationship building. and 100000% on the 80/20 rule!!! Love the list...keep it going!

Such great advice!!! Most people like to talk about themselves and their impact on the world. Sit back and let them talk. Be sure to take notes, not because you will be quizzed that day, but because the quizzing will come in a week or a month. And that’s when respect is earned. It’s the moment the client says… “I’m impressed.. you remembered that?” It all starts with proactively engineering experiences for your accounts.

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Michael Ward

Senior Leader - Customer Success | Enterprise B2B | SaaS

8mo

Absolutely crucial insights Building trust through meaningful conversations is key.

Colin Foley

Customer Success Manager @ ClearCompany | I help you break into Customer Success and pivot into your Dream Career | Actionable 30-Day Free Course to kickstart your career Linked Below

8mo

Great list! Building trust with customers requires transparency, reliability, and meaningful conversations. Listening 80% and talking 20% is key.

Noah Little

The only CSM coach who ACTUALLY IS A CSM (not retired) • I help underpaid and laid off CSM's get Customer Success Jobs WITHOUT networking via my F.I.R.E framework 🔥 • $10.1M in Salary • 101 success stories 🎉 Proof 👇

8mo

Absolutely crucial advice Customers appreciate genuine conversations and tailored solutions. Markus Rentsch

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