Youtor
Why Active Listening is important
>> YOUR LINK HERE: ___ http://youtube.com/watch?v=RyQE6YYCr_c
#customersuccess #csmpractice #listening #softskills • Many customer success managers are good listeners, but the question is, do they participate in active listening? Active listening is a method that allows for better connections and compassion towards our customers. • In this video, Mariana Magre, Head of Customer Success at Poli, shares her take on active listening and how it improved her connections with customers. • — The definition and importance of active listening in CS. • — Explanation of an active listening example that helped Poli’s customers. • — Specific questions/words to make the customer feel heard. • — How active listening strengthens the connection between customer and company. • — Useful conversational skills to administer. • — Step-by-step plan to optimize meetings with a customer. • — How you can benefit from practicing active listening. • — Recommendations for additional resources on active listening. • — Different ways to improve the team’s communication skills. • A special thank-you to Ariel Justo, Customer Success Manager at Staysafe, who helped co-host this video. • Comment down below if there are any books/workshops you recommend on communication skills. • 👍 Like, share, and subscribe for expert insights! • 👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls: • 1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩 • Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth. • Click here to download the workbook: • 🔗 https://unlock.thecustomermethod.com/... • • 2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨 • Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact. • Click here to join: • 🔗 https://unlock.thecustomermethod.com/... • 3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚? • Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone. • Click here to learn more: • 🔗 https://unlock.thecustomermethod.com/... • ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ • Additional Resources • 🛒 Book: NVC: A Language of Life • https://www.nonviolentcommunication.c... • 🛒 Book: The Body Speaks: Performance and Expression • https://www.amazon.com/Body-Speaks-Pe... • 🏫 Online Training: Building A Foundation For Causative Communications® • https://www.effectivetrainingsolution... • 📑 Read: Customer Success Career Development • https://www.csmpractice.com/customer-... • 🎥 Watch: How to Handle a Price INCREASE Conversation With a Customer During RENEWALS • • How to Handle a Price INCREASE Conver... • 📑 Read: Productivity Tips For Customer Success Teams – PART 1 • https://www.csmpractice.com/productiv... • 🎥 Watch: What SALES SKILLS Are Relevant For Customer Success • https://bit.ly/39NSYMj • Watch the video now! • 00:00 Intro • 02:01 Definition • 03:03 Importance • 03:43 Example • 05:20 Questions To Ask • 06:55 Role • 08:14 Conversation Circumstances • 09:45 Response to Customers • 11:34 Always Prep! • 12:26 Meeting Plan • 13:45 Summary Notes • 16:09 Benefits • 16:59 Additional Resources • 18:34 Skills Improvement
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