Hi, Markus here. Welcome to a new episode of the Customer-Value-Led-Growth Newsletter.
I share strategies and guides to help you become a proactive CSM, deliver more value for your customers, and turn it into revenue for your company every week.
Want to show your true potential to your leadership? Check out these resources 👇
In last week’s episode, I wrote about how to identify your customer champions with 6 key attributes. Today, I’m following up by showing you their potential and how to seize it.
1. Internal Promotion
Demonstrating value to every stakeholder is a key responsibility for a CSM. If a single one of them does not see a substantial ROI, your renewals are in jeopardy.
While it’s (relatively) easy to show users and mid-managers how they benefit from the product, it’s a different story with buyers, gatekeepers, and sponsors.
The first challenge CSMs need to overcome is to understand who actually is a stakeholder. Identifying all of them does not mean you actually get to know them. Some never show up to any of your meetings.
If they don’t show up you can’t talk to them
If you can’t talk to them you can’t ask them what value means to them
If you don’t know what value means to them you can’t demonstrate it
Getting wider access to your customers’ organizations is one way to get the insights you need to successfully demonstrate value. Another one is to have someone who is doing it on your behalf.
Your champions are well connected within their company. They understand how people are ticking and can navigate the politics. And what they don’t know, they can figure out (rather easily).
Use that to your advantage. Enable them with tools - compelling data and stories they can share at every opportunity. Weekly, monthly, bi-annually - whenever your product
Your champions know who is involved and what they care about. And if don’t, they can figure it out through their influence. Use these insights to your advantage. Support them with compelling stories and data they can share whenever there’s an opportunity.
Subscribe to our premium content to read the rest.
Become a paying subscriber to get access to this post and other subscriber-only content.
Upgrade