In this podcast episode hosted by Mike Hoffman, Nick Mehta, CEO of Gainsight, the two discussed Customer Success Management and the implications of involving AI. In many cases, organizations have the reached the point of requiring a reevaluation of their current go-to-market (GTM) strategies due to lack of productivity.
Leverage these insights when considering the effectiveness of your current CSM team.
Listen to Episode 20
What Are We Doing Right Now that is Not Generating Revenue?
Considering the continued trend of decreasing commercial productivity levels, organizations must evaluate the current customer success management (CSM) strategies. CSM teams are often rationalized through their ability to drive the bottom line, but are we overstating their impact?
When it comes to considering CSM inefficiencies, Nick suggest that leaders must evaluate the entire customer journey. Everything is intertwined with Customer Success. Identifying the areas of struggle across the board is essential to identifying gaps in efficiency.
It is important to consider that smaller clients may not need the full focus of a CSM team or advocate, and may be managed primarily though AI.
Leverage AI as a Copilot
Identifying the best practices for leveraging AI remains a popular point of conversation, and it is clear we must consider the opportunities for AI to assist teams to increase efficiency. AI serves as a great resource to build the groundwork of the CS team, by taking over a range of routine tasks that can be automated like defining action items or updating contact information. This strategy is useful increasing efficiency and productivity.
It's also possible to target inefficiency directly by utilizing AI to retrieve trapped knowledge. Rather than search for information manually or through another team member, leverage AI as an internal help desk.
Propensity to Expand
Establishing a mindset for expansion allows growth leaders to build from the base. Tapping into the capabilities of a strong CSM team can open opportunities for a continued relationship or expansion of services. Identifying expansion triggers using data from previous deals is crucial to locate areas to increase efficiency.
Talking points from the podcast
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The role of customer success in driving commercial efficiency at Gainsight
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AI's transformative impact on customer interactions.
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How CEO’s can reevaluate business strategies for enhanced efficiency.
Above all else, it's important to continuing monitor and improve. In dynamic markets, constantly shifting buying behaviors, and new technology capabilities always being introduced, the only way to be successful is to have a growth mindset and an eye on improvement. Listen to the episode on SBI's website or on Spotify.
