Beam Content 💡’s Post

I’m still learning something new in customer success weekly. This is your sign to never think you’re done. Here’s what keeps me growing in CS: 1️⃣ Every customer is unique ↳Each one teaches me something different. 2️⃣ The industry evolves quickly. ↳ Staying curious keeps me ahead. 3️⃣ Mistakes are the best lessons. ↳ They push me to improve daily. The moment you stop learning, you stop growing. Whether you’re new to CS or a seasoned leader, there’s always more to uncover. So ask questions, seek feedback, and embrace the unknown. Growth isn’t about knowing everything...it’s about the willingness to learn. ———————— 📩 Want more? Try my free newsletter – link in profile. ♻️ Repost if this helped or inspired. 🔔 Follow me Anika Zubair or The Customer Success Pro for more insights.

𝐓𝐡𝐞 𝐁𝐫𝐞𝐚𝐤𝐟𝐚𝐬𝐭 𝐨𝐟 𝐂𝐡𝐚𝐦𝐩𝐢𝐨𝐧𝐬: 𝐓𝐮𝐫𝐧𝐢𝐧𝐠 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐢𝐧𝐭𝐨 𝐆𝐫𝐨𝐰𝐭𝐡🌞 “𝘍𝘦𝘦𝘥𝘣𝘢𝘤𝘬 𝘪𝘴 𝘵𝘩𝘦 𝘣𝘳𝘦𝘢𝘬𝘧𝘢𝘴𝘵 𝘰𝘧 𝘤𝘩𝘢𝘮𝘱𝘪𝘰𝘯𝘴.” 𝘙𝘪𝘤𝘬 𝘛𝘢𝘵𝘦 This quote hits home for every product manager. Recently, I read “𝘏𝘰𝘸 𝘵𝘰 𝘜𝘴𝘦 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘍𝘦𝘦𝘥𝘣𝘢𝘤𝘬 𝘧𝘰𝘳 𝘉𝘶𝘴𝘪𝘯𝘦𝘴𝘴 𝘎𝘳𝘰𝘸𝘵𝘩” 𝘣𝘺 𝘢𝘪𝘳𝘧𝘰𝘤𝘶𝘴, the author reveals a game-changing truth: 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸 𝗶𝘀 𝘁𝗵𝗲 𝗸𝗲𝘆 𝘁𝗼 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗶𝗻𝗴, 𝗶𝗺𝗽𝗿𝗼𝘃𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗴𝗿𝗼𝘄𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗽𝗿𝗼𝗱𝘂𝗰𝘁. The book started with a fundamental truth; product managers aren’t just builders; they’re problem-solvers. They define and build solutions, be it a feature or a product, that help customers accomplish their goals. 𝗕𝘂𝘁 𝘁𝗵𝗲 𝗯𝗶𝗴 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻 𝗿𝗲𝗺𝗮𝗶𝗻𝘀; 𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝗸𝗻𝗼𝘄 𝘆𝗼𝘂𝗿 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗶𝘀 𝘄𝗼𝗿𝗸𝗶𝗻𝗴? The answer is “𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘧𝘦𝘦𝘥𝘣𝘢𝘤𝘬”. Here are three quick lessons I took away: 𝟭. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗻𝘁𝗶𝗺𝗲𝗻𝘁 𝗺𝗮𝘁𝘁𝗲𝗿𝘀: Feedback tells you what’s working and what’s not, don’t wait for churn to find out. 𝟮. 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝘀𝗺𝗮𝗿𝘁𝗲𝗿: Post-launch feedback helps decide if you should refine current features or move forward. 𝟯. 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 𝗶𝘀 𝗲𝘃𝗲𝗿𝘆𝘄𝗵𝗲𝗿𝗲: Customers, users, sales teams, all stakeholders are valuable sources of insight. 𝗗𝗲𝗮𝗿 𝗣𝗠𝘀! Products succeed when we co-create with users, acting on their feedback to deliver real value. 𝗗𝗲𝗮𝗿 𝗚𝗲𝗻𝘁𝗹𝗲 𝗥𝗲𝗮𝗱𝗲𝗿!🤳 Over to you 🎤🎙️ What's a book you’ve read recently that reshaped your thinking? Share your lessons, I’d love to learn from you!😊🥰🌞 ----------------------------------------------------------------------------- 𝙄'𝙢 𝘽𝙡𝙚𝙨𝙨𝙞𝙣𝙜 𝙊𝙠𝙤𝙢𝙤𝙧, 𝙖 𝙏𝙚𝙘𝙝𝙣𝙞𝙘𝙖𝙡 𝙋𝙧𝙤𝙙𝙪𝙘𝙩 𝙈𝙖𝙣𝙖𝙜𝙚𝙧, 𝙖𝙣𝙙 𝙄 𝙨𝙥𝙚𝙣𝙙 𝙢𝙮 𝙬𝙚𝙚𝙠𝙚𝙣𝙙𝙨 𝙥𝙧𝙞𝙤𝙧𝙞𝙩𝙞𝙯𝙞𝙣𝙜 𝙁𝙖𝙞𝙩𝙝, 𝙁𝙖𝙢𝙞𝙡𝙮, 𝙎𝙚𝙡𝙛-𝙘𝙖𝙧𝙚, 𝙘𝙡𝙚𝙖𝙣𝙞𝙣𝙜 𝙪𝙥 𝙩𝙝𝙚 𝙬𝙚𝙚𝙠'𝙨 𝙄𝙣-𝙋𝙧𝙤𝙜𝙧𝙚𝙨𝙨 𝙛𝙤𝙧 𝙛𝙧𝙚𝙨𝙝 𝙏𝙤-𝘿𝙤'𝙨 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙣𝙚𝙬 𝙬𝙚𝙚𝙠.📌 ------------------------------------------------------------------------------- #20daylinkedinchallengewithhaoma #AdvanceWithHaoma #GlobalVisibility #ProductManagement #CustomerFeedback #BusinessGrowth #ContinuousImprovement #UserExperience #Leadership #SaturdayThoughts #LearningAndGrowth

I'm interested in testing a theory I have that Customer Success teams are an under leveraged contributor for content. I've had the privilege of working closely with exceptional CSM's at Convictional and Vidyard. I've realized that they're the closest to customer problems, product value, and successful implementations. That means they're the the best internal stakeholder to share insights on those 3 points. Arguably more so than the founders, product, sales, and marketing teams. If CSM's created or contributed to more content, I believe that companies would see meaningful lifts in inbound demand + revenue expansion. The big barrier is that they're swamped with their existing tasks, so to pull this off they need a partner to support them with idea summarization, graphics, writing, and video while being *extremely efficient with their time. If you share this perspective and want to implement, I would love to give you a good discount so I can test out this playbook. Shoot me a message or share with your friends in Customer Success!

Your Customer Support team is your product's lifeline. Hear me out. Your customer support team are the unsung heroes who know your users better than anyone else. They deserve more credit than they often get. They’re like scouts in the field, uncovering hidden needs, unexpected pain points, and brilliant ideas straight from users. They’re the first line of defense, the first to spot the bugs, the frustrations, and even those ‘aha!’ moments customers experience. They turn complaints into insights and questions into opportunities. So, PMs, don’t just sit in your ivory tower of data and metrics. Dive into those support tickets, chat with your CS team, ask them for their inputs—they’re your secret weapon to building products people actually love. Make your Customer Support team your best friend. Regularly sync with them, dive into the pain points they’re hearing, and let their insights guide your next big product move. Because the best products don’t just come from data—they come from deep, human connections with your users. Do you leverage your CS team in your product management journey? How often do you sync with them to share insights about customer experience? #productmanagement #productmanager #product

Product management often involves saying no. This is a great article from a customer success perspective that still has good lessons for product managers. https://bit.ly/31lOUum

As a Customer Success Manager at ProductFruits.com, I regularly collaborate with product managers across diverse industries. A common question I encounter is: What does an ideal user onboarding metric look like? ✨ Here's my approach: Understanding your current onboarding processes and user segments is crucial. Based on this, we work together to set a tailored go-live date for your onboarding content. But what truly makes a difference? Setting custom goals. 🔍 Why Custom Goals? - Realistic Objectives: They align with your unique business context, making targets achievable. - Personalized Solutions: Tailored to fit the exact needs of your user segments. - Stakeholder Alignment: Ensures every department's expectations are met, enhancing collaboration. 📊 After implementing, we observe for 1-3 months, analyzing the impact through detailed analytics. This not only shows us the immediate results but also guides further refinements to maximize effectiveness. 🤝 Result? A custom-fitted strategy that moves beyond one-size-fits-all solutions, helping your product stand out in the crowded tech space. Have you ever tried setting custom goals in your projects? How has it impacted your outcomes?

CustomerThink Editor's Pick by James Leggett As a Customer Success Manager (CSM) with years of experience, I’ve come to realize that the real work begins after the deal is closed. Sure, signing a new customer is exciting, but let’s be honest-the hardest part is keeping them engaged once the honeymoon phase ends. In this blog, I’ll dive into actionable strategies for keeping your customers engaged post-purchase. From creating stronger onboarding experiences to fostering community and loyalty, I’ll share approaches that have worked for me and others in the field.

What exactly does a 'Customer Success Manager' do? You can probably guess from my recent posts that no 2 days are alike, but here's a glimpse into how my day sometimes goes when I'm juggling a bit of everything! If you fancy seeing what Fluid's all about, you're welcome to book in a free 1-1 live demo with me via the link the comments! #financialadvisers #paraplanning #financialplanning #financialadvice

Customer success isn't just about teaching; it's about a deeper understanding. From what I've seen, you can train employees on communication and tone, but unless they truly grasp the essence of customer success, results won't follow. Micro-management stifles their ability to authentically engage in customer success.