Which technique can help a CSM build strong relationships with customers?

Regular check-ins and personalized communication are vital techniques for a Customer Success Manager (CSM) to build strong relationships with customers. By maintaining frequent contact, the CSM demonstrates a commitment to the customer’s success and fosters a sense of belonging. Personalization in communication ensures that customers feel valued and understood, as their unique needs and circumstances are being recognized. This approach allows the CSM to engage meaningfully, proactively address concerns, and inquire about the customer’s evolving goals and challenges, creating a partnership that goes beyond transactional interactions.

In contrast, methods like limiting communication to quarterly meetings can lead to a disconnect, resulting in missed opportunities for engagement and relationship building. Focusing solely on resolving complaints can be perceived as reactive, which may not strengthen the relationship but rather highlight problems. Preparing generic email responses fails to acknowledge the individual circumstances of the customer and can create a sense of detachment, undermining the rapport that a CSM aims to establish. Therefore, regular and personalized communication significantly enhances relationship-building with customers.