This week on DS TV we learn from Mikael Blaisdell, Publisher of The HotLine Magazine, the necessary tools for an effective Customer Success Management team.

Episode 4: The Customer Success Manager's Toolkit

The ability of a CSM group to be effective is highly dependent upon the technology that is available to them.  The starting point is the ability to track what the customers are doing with the application; this is a must-have core element of the technology suite.  With it, you can develop detailed profiles of your customer value tiers and identify behaviors you want to encourage.  Without it, you're flying blind.  The technology is only the beginning, however.  The data won't present or use itself.  That's where the domain expertise of the CSM comes into play.

Related Articles:

The Technology of Customer Retention

The Metrics of Customer Success Management

Series Sponsor:

This week's episode is sponsored by Apptegic, tools for Customer Success Managers.  Apptegic helps you understand and respond to each customer.

Interested in Customer Success Management? Join the forum!

Mikael Blaisdell manages the Customer Success Management Forum on LinkedIn.  With 1,300 members, the forum is a great way to connect with professionals in the industry and stay up to date on new trends and discussions.  Join the conversation!