A Day in the Life of a CSM Using TurnZero

Introduction

• Presenter: Bora Lee, Customer Success Manager at TurnZero
• Host: Corey Pierce, Marketing Director at TurnZero
• Audience Engagement: Questions via Q&A box, recording available 24 hours post-webinar

Learning Objectives

1. What is Customer Success?
2. Common Mistakes in Day-to-Day Management:
   • Not planning out the day
   • Lacking specific goals/objectives
   • Focusing on wrong tasks
   • Being reactive instead of proactive
   • Not leveraging available tools

Key Points and Highlights

Customer Success

• Definition: Driving specific outcomes with customer goals and objectives, impacting retention and growth, requires whole company integration

• Customer Journey: Trial → Onboarding → Expand → Renewal → Upsell/Cross-sell

  • Proactive vs. Reactive: Shift from problem-solving to preemptive identification of customer needs

Common Mistakes in Daily Management

1. Not Planning Out the Day

• Impact: Easier to get sidetracked
• Solution: Time blocking (emails, meetings, personal development, outreach, admin tasks)

2. No Objectives and Goals

• SMART Goals: Specific, Measurable, Achievable, Relevant, Time-bound
• Importance: Helps focus and direction in daily tasks

3. Focusing on Wrong Tasks

• High-Value/Low-Effort: Quick wins
• Use Matrix: Evaluate and prioritize tasks effectively

4. Being Reactive, Not Proactive

• Solution: Proactively plan and address issues before they arise, leverage real-time visibility and resource coordination
• Value Alignment: All actions should align with customer value

5. Not Leveraging Available Tools

• Automation and Tools: Booking links, task management, project management, Slack notifications
• Efficiency: Tools save time and increase capacity

Tools and Techniques within TurnZero

Command Center

• Calendar View: Shows meetings, new customers, renewals
• Daily Statistics: Tracks activities, tasks due, messages for review
• Usage Data and Churn Scores: Real-time insights into customer health

My Segments

• Types of Segments: Accounts in trial, upsell opportunities, accounts behind/stuck in onboarding
• Detailed View: Provides specific customer data and task management

Alerts and Notifications

• Usage Trends and Segmentation: Automated alerts for changes in customer behavior (e.g., decrease in logins)
• Proactive Management: Best practices, action steps provided

Reporting and Data-Driven Decisions

• Overview Reports: Health of book of business, team engagement, overall account growth
• Customized Reports: Tailored for specific KPIs, team or leadership insights

Managing Customer Calls

• Account Profile: Key info, usage stats, trend assessment, milestones
• Activity Logging: Standardized process for logging and tracking interactions
• Task Creation: Reminders and follow-ups

Conclusion and Q&A

• Main Points Recap: Revisiting common mistakes and leveraging technology for better management
• Interactive Q&A Session: Addressed audience questions on task management, proactivity, leveraging automation tools, and usage metrics integration

Audience Interactive Polls and Insights

• Poll Results: Varied daily structure among CSMs, common use of proactive planning tools
• Questions Addressed: Strategies for time-blocking, reactive needs, assigning tasks, customer usage tracking, and dealing with late meeting arrivals