SaaS Tattler Issue 104: The Best Time Management Techniques for Customer Success Professionals
As a Customer Success Manager, you've got a lot on your plate. Not only are you busy, but you’re also used to dealing with unforeseen complications and having to forget about that to-do list you’d carefully crafted at 9 am. Firefighting is part of the job, but that doesn’t mean you should embrace the chaos. There’s actually a lot you can do to take ownership of your schedule and do what needs to get done. This week, we’re looking at the top time-management techniques for Customer Success Managers.
Our favourite tip: think about the difference between important and urgent.
“Important is different from urgent, but sometimes the two get muddled up in our minds and on our schedules.”
In this blog post, Nils Vinje from Glide Consulting shares that “in a recent survey of more than 700 CSMs, we discovered that Customer Success time management was the most commonly reported frustration for CSMs.” So, what’s a CSM to do? Read Nils’ 3 pieces of advice to become the master of your own schedule.
Our favourite tip: stick to process goals, not product goals.
“You reach your product goals through your process goals—but only if you actually stick to them”
If you’re looking for best practices for dealing with your crazy CSM schedule, take a look at these techniques from Andrew Marks. Some of these techniques might take a bit of getting used to, but it’s worth questioning the way you get things done for improved productivity.
Our favourite tip: don’t expect to finish it all.
“There is a good chance that 20% of your activities are going to produce 80% of your results.”
In the end, product development is not about adding the most features, but about defining the customer’s problem and creating an answer to that issue. Take Walt Disney for example. When he designed his parks, he didn’t try to add more rides. Disney sought to create an experience that his park’s visitors would find magical. It took time and one very special key ingredient: customer support. The Relationship between Customer Support and Product Development via TaskUs
There are a lot of things that have changed over time; but if your approach to VOC - not just the way you capture feedback but also the way you distribute it, analyze it, strategize and operationalize it, and communicate improvements - has remained stagnant, you're not only wasting money, you're doing your customers and your business a huge disservice. How Do You Know When It’s Time to Redesign Your VoC Program? Via CX Journey
People want to know how to achieve something — the steps and processes — because often that’s most important to their rank/level (and theoretically most important to the company scaling successfully). But what if there’s a better approach? Don’t Replace “Thinking” With “Execution” via Customer Bliss
About the Author
Mathilde is a Digital Marketing Analyst at Amity. After moving from France to complete a degree in Political Science from McGill University, she decided to settle in Toronto in order to pursue her passion for Marketing and Tech.More Content by Mathilde Augustin