How to transition from reactive to proactive CSM

Hi, Markus here. Welcome to a new episode of the Customer-Value-Led-Growth Newsletter.

Every week, I share strategies, guides, and frameworks to help you create exceptional value for your customers and company.

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• 5 highly effective Tools every CS Team needs to use

• The not-so-Secret to high Product Adoption

• How to build a Customer Success Metric System that rocks

• Customer Onboarding that drives Growth

• How to build a dedicated Customer Success Plan

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No one becomes a CSM to spend all day firefighting, band-aiding, and quick-fixing. At least I haven’t met a single one yet.

Most likely, you chose a career in CSM because you want to

• become a trusted advisor to your customers

• building great relationships celebrating wins together

• find purpose and fulfillment

but that’s not how it turned out.

Many people in the CSM echo chamber are full of denial but …

… the reason why they are stuck in the reactive hamster wheel is because they are following bad practices.

They are focused on increasing

• feature adoption and product usage

• health scores, NPS, and CSAT

• scalability and efficiency

and Customer Success only happens if the path aligns with internal goals and procedures.

So here’s the deal: As long as you are not putting your customers and their needs front and center you will remain doing mostly reactive work.

In today’s post, I’ll show you the buttons you need to push to become a proactive CSM.

1. Customer Discovery

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