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Do you ever feel…
- a giant pit in your stomach on Sunday night in anticipation of Monday morning?
- like there aren’t enough hours in the day?
- like you know you were busy but you’re not really sure what you did during the day?
I felt like that too.
Customer Success is an incredibly demanding field and the vast majority of CS professionals struggle with their day-to-day responsibilities. As a result, they are reactive.
CSM’s, managers, directors and VPs all struggle with being reactive.
They are reactive to their customer needs, internal projects, manager demands, executive team demands, etc. They just don’t feel like they have enough time to get everything done.
When I was a CSM, I struggled with being reactive.
My answer to getting ahead or trying to gain control was to work more.
I worked at night, on the weekends, while I was on vacation…
And I still felt like I was always behind.
I even thought that as I got promoted and took on different responsibilities that things would change.
I became a manager, director and then VP and I still struggled with being reactive.
There is no silver bullet that will magically cure your pain as I found out after years of searching.
However, I sought out the experts who had overcome these challenges and pushed myself to continually improve.
I’d implement a strategy, test it and repeat the process over and over until I found something that worked for me.
I’ve been in control and proactive for a long time now and it feels wonderful.
- am actually excited for Monday morning.
- no longer wait for my inbox to tell me what I need to focus on for the day.
- no longer feel compelled to say “Yes” to every request.
Ultimately, going from reactive to proactive was one of the most rewarding progressions in my career.
I am in control, I am in charge.
I’ve had the great opportunity to help other CS professionals (CSMs, Managers, Directors and VPs) and CS departments go through the same transformation I did.
Before we worked with Nils at Glide Consulting, our Customer Success team was reactive instead of proactive. We lacked identity and purpose.
Since our high-impact workshop with Nils, we've established a clear identity and a purpose that has united our team.
Every Customer Success Manager now 'runs their own business', by having proactive and strategic conversations instead of just 'fighting fires'.
VP of Customer Success at Kollective
Nils listened to our current situation, analyzed our processes and then created materials and a training program for my team to drive our change. The training program was crucial to the success of this initiative and it was delivered in an exceptional fashion.
First, Nils drove the initial training on the new content he created. Then, he held one-on-one sessions with each team member where he gave individualized feedback on each presentation. Finally, each team member went through a "certification" test with Nils where they received additional feedback and recommendations on future areas to focus on to continue to improve their delivery and communication.
Download my top 5 Strategies to go from Reactive to Proactive in Customer Success.