CSMs can leverage their multi-disciplined skills and pivot to new domains.
Which ones?
𝑴𝒂𝒓𝒌𝒆𝒕𝒊𝒏𝒈 𝒂𝒏𝒅 𝑷𝒓𝒆-𝒔𝒂𝒍𝒆𝒔.
Both roles require a solid understanding of customer challenges, needs, and value perception. They synergize with CS and can benefit from previous customer management experience.
➡️How can CS experience and skills be utilized in m̳a̳r̳k̳e̳t̳i̳n̳g̳ positions?
✔️ Being familiar with customers’ expectations and a solid understanding of the value realization -> CSM can help to improve and fine-tune the 𝒗𝒂𝒍𝒖𝒆 𝒎𝒆𝒔𝒔𝒂𝒈𝒊𝒏𝒈
✔️ Knowing first-hand the highs and lows of customer experience -> CSMs can help to craft 𝒆𝒇𝒇𝒆𝒄𝒕𝒊𝒗𝒆 𝒄𝒂𝒎𝒑𝒂𝒊𝒈𝒏𝒔
✔️ Driving customer advocacy and case studies - > CSM can contribute to 𝒄𝒐𝒏𝒕𝒆𝒏𝒕 𝒄𝒓𝒆𝒂𝒕𝒊𝒐𝒏 and customer 𝒂𝒅𝒗𝒐𝒄𝒂𝒄𝒚 𝒑𝒓𝒐𝒈𝒓𝒂𝒎𝒔
✔️ 𝑫𝒊𝒈𝒊𝒕𝒂𝒍 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝒔𝒖𝒄𝒄𝒆𝒔𝒔 can reveal valuable insights regarding customer profiling and expected usage.
✔️ CSMs working with PLG vendors are already heavily involved in the 𝒈𝒐-𝒕𝒐-𝒎𝒂𝒓𝒌𝒆𝒕, driving potential users to trial and adopt the product.
➡️ How can CS experience and skills be utilized for p̳r̳e̳-̳s̳a̳l̳e̳s̳ positions?
☑️ CSM knows the product inside-out and can demonstrate it to new prospects.
☑️ CSM can respond to questions and challenges raised by potential new customers as part of product evaluation.
☑️ CSMs can provide 𝒓𝒆𝒂𝒍-𝒍𝒊𝒇𝒆 𝒆𝒙𝒂𝒎𝒑𝒍𝒆𝒔 to demonstrate the value of the product.
☑️ CSM can share 𝒃𝒆𝒔𝒕 𝒑𝒓𝒂𝒄𝒕𝒊𝒄𝒆𝒔 based on the experience of other customers.
☑️ CSM can describe the onboarding process and important milestones in the 𝒄𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝒋𝒐𝒖𝒓𝒏𝒆𝒚.
We expect CSMs to be proactive in their conduct, manage customers, and collaborate with other teams. This proactiveness and collaboration are the secret “key” to opening new doors for CSMs in their professional journey.
Feel free to message me if you wish to hear more as you prepare to explore a new career path.
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