Tag: client relationship management

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How To Prepare For Tough Conversations

It’s rewarding to share good news and everyone wants to hear good news. Those conversations are easy. The best part of my job is when I get to tell a client their issues are fixed! Everything is great! Unfortunately, all conversations at work are not good news. Sometimes I have to share TERRIBLE news and DIFFICULT situations in TOUGH conversations. If you manage clients … Read More How To Prepare For Tough Conversations

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Which Customers Should I Give The Most Attention?

Easy answer: All of them. Every customer is important. I engage with all of my clients (big or small) and let them know they are valued. Your company might already have a structure in place, for example, smaller contracts are directed to the help desk and larger clients are given a primary contact (a Client Success Manager like me). Your company might grade customers … Read More Which Customers Should I Give The Most Attention?

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How Well Do You Really Know Your Clients?

When I think of what it takes to have a healthy and thriving relationship. I think of many words: communication, collaborating, partnership, vulnerability. Client relationships are no different. Good relationships take nurturing and vulnerability. That means being open about their needs, your needs, and working together to build a lasting partnership. One way to develop your customer relationships is to ask clarifying questions. With … Read More How Well Do You Really Know Your Clients?

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In Person Meetings Still Trump Technology (emails, calls, screen sharing, texts) and yes I do text some clients

With emails, calls, text, website forms, and social media. There are so many outlets to connect with your clients. In Client Success, it is important to stay in contact with your clients. You need to be aware of their pain points and how they have been successful with your product, and stay on top of opportunities to upsell additional products and services. More often … Read More In Person Meetings Still Trump Technology (emails, calls, screen sharing, texts) and yes I do text some clients