CSMs: The customer's guide to advocacy with Cristy Rahman

This is a podcast episode titled, CSMs: The customer's guide to advocacy with Cristy Rahman. The summary for this episode is: <p>Most companies drop the ball when nurturing customers into passionate advocates. <a href="https://www.customersuccesscollective.com/how-customer-advocacy-can-boost-your-business-success/" rel="noopener noreferrer" target="_blank">Advocacy</a> is the real payoff. So, why are so many companies getting it wrong?&nbsp;</p><p>For customer success specialist Cristy Rahman, CSMs are the customers' compass toward advocacy.</p><p><br></p><p>In this episode, we dive deep into the vital role <a href="https://www.customersuccesscollective.com/what-makes-a-good-customer-success-manager-great/" rel="noopener noreferrer" target="_blank">Customer Success Managers</a> play in championing their clients and ensuring lasting success - bridging that critical gap between closing the deal and <a href="https://www.customersuccesscollective.com/make-em-stick-6-ways-to-build-long-lasting-customer-relationships/" rel="noopener noreferrer" target="_blank">nurturing long-term customer relationships</a>.</p><p><br></p><p>Cristy brings a wealth of experience from her background in sales and her passion for <a href="https://www.customersuccesscollective.com/what-is-customer-success/" rel="noopener noreferrer" target="_blank">customer success</a>. She shares how shifting from transactional sales interactions to prioritizing relationships completely transformed her approach to customer success.</p><h2><br></h2><h2>What we discussed</h2><p>In this insightful episode, Cristy opens up about the transformative journey of CSMs toward championing customer advocacy, focusing on key areas such as:</p><ul><li>Her transition from sales to customer success and its profound effect on cultivating deeper customer connections.</li><li>The critical importance of seamlessly passing the baton from sales to you, the CSM, to kickstart the advocacy journey.</li><li>Essential strategies you can employ to build rapport and trust, laying the groundwork for strong advocacy.</li><li>How to navigate the bumps along the way and keep your customers' trust when outcomes fall short of expectations.</li><li>The power of empathy and proactive communication in solidifying your relationship with customers.</li><li>Actionable advice tailored for you, the CSM, to foster advocacy by aligning with customer goals and sharing valuable insights for shared victories.</li><li>Aiming beyond mere satisfaction to extend customer lifetime value through deliberate advocacy and partnership efforts.</li></ul><h2><br></h2><p><br></p>