Customer Success principles for better relationships

Interpersonal skills are the secret sauce of Customer Success. As a Certified CSM, I’ve learned that listening is my superpower. Most of the time, customers aren’t just asking for answers, they want to feel heard and understood. I adapt how I communicate depending on the person in front of me; some clients want quick facts, while others need more reassurance and context. The little things, like remembering details or checking in before they ask can go a long way in building trust. At the end of the day, it’s these skills that transform a customer relationship from transactional to truly collaborative. There are many skills that a CSM could harness to ensure their clients are taken care of. Here's an article that I found enlightening. ➡️ ➡️ ➡️ Check it out! https://lnkd.in/gEZSYfXw #CSM #CustomerSuccess #Interpersonalskills #relationship

Customer Success is not an add-on service. It’s a culture that needs to be embedded in the company’s daily operations, with structured management, a dedicated owner, and a strategic vision that supports GTM, Engagement, Delivery, and Post-Sales. When this happens, clients gain the confidence they need to design an evolutionary roadmap for their solutions. This creates not only immediate results but also long-lasting success stories, both inside and outside the organization. In my professional journey, I’ve increasingly realized that an effective playbook for Customer Success can be guided by the 7 Habits of Highly Effective People: => Be proactive: anticipate client needs instead of waiting for issues to arise. => Begin with the end in mind: align expectations and define success from the very beginning of the project. => Put first things first: prioritize activities that deliver value and impact. => Think win-win: build relationships based on trust and mutual benefit. => Seek first to understand, then to be understood: practice active listening to turn needs into solutions. => Synergize: collaborate with internal teams and clients, combining strengths. => Sharpen the saw: continuously invest in learning, process improvement, and innovation. Ultimately, Customer Success is about delivering real and sustainable value, strengthening client trust, and turning relationships into long-term success stories. That’s the path for technology to move beyond being just a tool and become a strategic driver of business evolution.

Stop thinking of Customer Success as just support. It's time to shift your mindset. Customer Success is the beating heart of your revenue strategy. It's your renewal and expansion engine. When you treat Customer Success as a mere support function, you miss out on its true potential. Here’s how you should see it: → Customer Success drives satisfaction and loyalty. → Happy customers are more likely to renew and expand their contracts. → A proactive Customer Success team identifies upsell and cross-sell opportunities. They understand the customers’ needs deeply. They build relationships based on trust and value. Ignoring this role is detrimental. It's not just about solving problems; it’s about creating a partnership. In the long run, investing in Customer Success enhances your entire revenue framework. When your customers thrive, so does your business. So, the next time you strategize, remember: Customer Success is not support. It’s your strongest revenue strategy. Let's put it to work. How does your organization view Customer Success?

Your side hustle customer service is your competitive advantage. Everyone focuses on acquisition. Winners focus on retention. THE RETENTION REALITY: → Acquiring new clients costs 5x more than retaining existing ones → Happy clients refer 2.4 new clients on average → Repeat clients have 67% higher lifetime value THE EXCEPTIONAL SERVICE FRAMEWORK: EXPECTATION SETTING: → Clear project scope and timelines → Regular communication schedules → Transparent pricing and policies → Proactive problem identification DELIVERY EXCELLENCE: → Exceed promised deadlines → Provide additional value unexpectedly → Maintain consistent quality standards → Document and share progress regularly RELATIONSHIP BUILDING: → Personal check-ins beyond project updates → Industry insights and value sharing → Celebration of client successes → Long-term partnership thinking PROBLEM RESOLUTION: → Immediate acknowledgment of issues → Taking full responsibility for mistakes → Creative solutions that exceed expectations → Follow-up to ensure satisfaction SERVICE DIFFERENTIATION TACTICS: → Same-day response to all communications → Video updates instead of email reports → Quarterly strategy sessions included free → Personal handwritten thank you notes CUSTOMER SUCCESS METRICS: → Client satisfaction scores → Project delivery time accuracy → Referral rates and quality → Repeat engagement percentages Exceptional service is rare. That's why it's valuable. How are you exceeding client expectations? #CustomerService #ClientRetention #ServiceExcellence

Customer Success Thrives on Authenticity Here's what 10+ years in customer relationships has taught me: People don't buy from companies. They buy from humans they trust. The authenticity advantage in Customer Success: 1. Real conversations beat scripted responses every time -"I don't know, but I'll find out" builds more trust than a perfect-sounding guess -Admitting when something went wrong opens doors that excuses keep closed -Your genuine curiosity about their business matters more than your product pitch 2. Vulnerability creates connection -Sharing relevant challenges you've overcome helps clients see you as a partner -"We learned this the hard way" stories resonate deeper than case studies -Authentic empathy when they're struggling builds loyalty that outlasts any contract 3. Consistency trumps perfection -Clients would rather work with someone consistently honest than sporadically impressive -Your authentic communication style becomes part of their decision-making process -Being genuinely yourself attracts the right clients and repels the wrong ones The business case for authenticity: Higher retention rates when relationships feel real Stronger referrals because people recommend humans, not companies Better feedback because clients trust you with their honest opinions Tuesday truth: The moment you stop performing and start relating is the moment customer success becomes sustainable success. What authentic customer relationship principles have served you best? The strategies that feel most human usually work most effectively.

Why Relationship Building is the Cornerstone of Customer Success In the world of Customer Success, tools, processes, and metrics matter—but relationships are what truly make the difference. A strong relationship with your customers isn’t just about being friendly; it’s about building trust, understanding their goals, and becoming a strategic partner rather than just a vendor. When customers feel heard and valued: ✅ They share their real challenges. ✅ They trust your recommendations. ✅ They see you as an extension of their team. As CSMs, our success is tied to their success. And that starts with human connection. What strategies do you use to strengthen customer relationships? Let’s share ideas! #CustomerSuccess #RelationshipBuilding #CSM #CustomerExperience

Think Customer Success is just relationship management? Think again. For every customer call, there are 10 internal conversations. For every "simple" feature request, there's a complex evaluation of technical feasibility, business impact, and resource allocation. The best part of CS isn't just retention. It's turning customers into your biggest growth drivers through strategic partnerships. What would you add to this iceberg? Comment your thoughts! 👇

I’d add that one overlooked dimension of Customer Success is its role as a feedback loop to the business. CS teams sit closest to the customer’s evolving needs, which means they can inform product roadmaps, influence marketing messaging, and even shape sales strategies. When companies treat CS as a strategic partner across functions (not just a standalone department), that’s when the real compounding growth kicks in.

In my little time working in a role that also involves customer success, one thing has stood out clearly: you cannot help a customer succeed if you do not truly understand them. And the best way to understand? 👉 Ask questions. When onboarding a new customer, don’t just assume you know what they want. Take time to ask and listen. It makes all the difference. Why asking questions matters: ✅ Clarifies their real goals ✅ Reveals hidden challenges ✅ Builds trust and connection ✅ Leads to tailored solutions ✅ Lays a strong foundation for partnership Now I remind myself every day: don’t hold back in asking questions. At the end of the day, success in any role that touches customers comes down to this simple truth: Ask. Listen. Understand. Deliver.

❤️ “We have an 86% first-time match rate, and no one has had to key in an invoice since 2018. Because of this, we can report and see that we’re very good at paying our suppliers on time. This is really important to us, and a key reason we implemented the system.” ❤️ This was real customer feedback from a client conversation earlier this week. And it got me thinking… when people talk about customer obsession or customer success, what do they really mean? 🤔 Having worked in mid-market software for just over 20 years, I’ve always prided myself on being an extension of my customer’s business. I’ve felt personally accountable not only to understand their strategic objectives, but also to ensure that any solution we provide is woven into their journey to achieving them. For me, success looks like: - An oil & gas business driving down operational costs when landing and drilling a new asset to drive growth and revenue. - A healthcare organisation streamlining spend management to deliver real cost savings that can be reinvested into frontline care. - A multi-academy trust optimising its supply chain so more funds flow back into delivering the highest quality education for students. So what does true customer success really come down to? ✅ Shared ambition – recognising that achieving your own goals depends on helping your customers achieve theirs. ✅ Measured outcomes – value isn’t in the technology itself, but in the customer being able to prove it has delivered the intended results. ✅ Continuous commitment – success isn’t a one-off. It’s an ongoing obsession to ensure value keeps being delivered in a fast-changing world. But why does this matter? ❤️ Because the customer experience—from onboarding through to support—is huge. Research from Fullview shows great service and engagement reduce churn, while smooth onboarding and responsive support improve loyalty. ❤️ Because happy customers become your best advocates. I’ve seen deals won and lost based on whether customers are willing to stand up and speak for you. ❤️ And more simply… because it’s the right thing to do, and what sets you apart in an increasingly crowded market. At the end of the day, if you don’t get out of bed feeling like you’re on a mission to help your customers reach their goals—and to show them exactly how you’ll help them do it—then don’t even bother opening your laptop. When we put customer outcomes above our own, success will follow naturally. #customerobsession #customersuccess #customerfirst