4 Customer Success Mistakes (and how to fix them)

The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways.

Here are four mistakes I commonly see Customer Success teams make and how to address them.


Why Net Promoter Score (NPS) Matters for Customer Success

When Customer Success Managers talk customer health, Net Promoter Score (NPS) inevitably comes up. Since its introduction, NPS has spread rapidly and continues to be adopted by more and more CSM teams.

But why has NPS become the gold standard for measuring customer sentiment and loyalty?

To understand this, let’s take a closer look at what Net Promoter Score is and how CSMs can use it.


New Batch of Natero Integrations

Natero connects with a long list of popular business apps, and we're excited to announce our newest batch of native integrations!

Zoom, Aircall, JitBit, and Netsuite are some of the latest sources of customer data for our ever-expanding Customer Success software platform.


Why CSMs Need To Be Capable Project Managers

Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact with their vendor. As such, CSMs are the natural first stop for any project a customer wants to discuss.

  • Interested in switching over to annual billing? → Email your CSM.
  • Want to brainstorm a new use case? → Bring it up during your weekly call.
  • Need a custom-built integration? ... You get the idea.

How to Re-engage Unresponsive Customers

Relationships are at the core of all customer interactions, but it’s impossible to have a productive one if the communication is one-sided.

In our personal lives, we have the luxury of writing people off who don't reciprocate our efforts to form a bond. In business, this is rarely the case.

As a result, Customer Success Managers (CSM) often struggle to come up with ways to bring unresponsive customers back into the fold. This article will outline strategies CSMs can employ to re-engage customers and establish relationships built on respect.


Negotiating as a Customer Success Manager

Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers.

At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line.

I also found myself in a position somewhere in between.


Centralized Customer Communications

Today's customer can interact with vendors across many different channels.

While this new era of communication is great for the customer, it can pose a significant challenge for Customer Success Managers (CSMs) who must keep up and stay in sync with their entire portfolio of accounts.

To save CSMs time, Natero collects and organizes customer emails, chats, meetings, support tickets, and notes in one central place.

Data-driven Customer Success teams run on Natero. LEARN MORE