Train for Success

Success lies at the heart of every customer engagement – it starts from the moment CSMs onboard a customer and continues throughout the length of their journey with the company. Since CSMs act as the face of the organization in front of customers, a formal training program becomes even more important. The scope of a CSM’s role continuously expands, and that’s where the need for training and development arises.

Below are four reasons that substantiate the need for regular training for CSMs.

1. A CSMs’ role is still evolving and people from different career backgrounds are entering the CS world

Customer Success is a relatively new field and individuals from different backgrounds like Support, Accounts and other Professional Services are exploring different roles in CS. Strikedeck’s recent survey report, is a study comprising of responses from 5,600 CS professionals and 571 companies. According to the report, nearly 55% of CS professionals had a background in Sales or Support. A CSM’s role is a customer-facing one, and it demands great communication and listening skills, along with a sound understanding of the product and the industry domain.

Organizations need to design an intuitive training program that enables CSMs to connect with customers and build lasting relationships.

2. Training programs help monitor a CSMs’ growth potential

According to the study, hiring managers generally look for a certain skill-set when hiring CSMs. These include communication, empathy, problem-solving, strategic mindset, time/project management, teamwork, product/domain expertise, analytical skills, technical and technological knowledge, to name a few. Regular CSM training allows companies not only allows companies to invest in its people but also offers immense potential for tracking progress.

3. Constant Product Updates

Based on customer feedback and dynamic market needs, companies are becoming more laser-focused with their “continuous improvement” approach to product development. Based on use cases and specific customer requirements, feature requests from customers are pretty common. Once rolled out, these features need to be properly communicated to customers. For effective implementation and faster adoption, it is extremely important for CSMs to have a basic understanding of these new features and the nuances involved with execution.

4. Evaluation of CSMs

Having an effective training program in place ensures that a company stays true to its promise of improving people, processes, and systems. Regular training not only helps in evaluating a CSM’s performance but also identifies gaps in existing skill sets. Managers can better manage and track progress based on tangible and realistic goals.

 The Way to Improvement is an Ongoing Process

The need for continuous improvement via training and enablement should be deeply ingrained in an organization’s DNA. With rapidly evolving market dynamics, there is a greater push towards customer-centricity and empowerment than ever before. A well- trained CSM task force not only enables a greater transfer to knowledge to the customer but also increases overall customer satisfaction and product adoption.

Deepa Vernekar

Content Specialist, Strikedeck