Tired of hearing "I didn't know you offered that?" from your clients? 😩 In this video, I’m sharing the 90-day onboarding plan we use to set up our Customer Success Managers (CSMs) for success, so you can build stronger client relationships and avoid those painful questions.
As a business owner, you're probably wearing multiple hats, including that of a CSM. But that's costing you time you could be spending on marketing, sales, and scaling your business! 🚀 I’ll walk you through our proven 3-phase onboarding process: Learning & Immersion, Execution & Contribution, and Optimization & Impact. You’ll learn how to effectively train your CSMs, manage client expectations, and build long-term loyalty.
TIMESTAMPS:
00:00:00 - The Importance of a Customer Success Manager
00:04:41 - Challenges for New CSMs
00:08:57 - 90-Day Onboarding Phases
00:09:57 - Week 1: Setting the Foundation
00:16:50 - Week 2: Deep Dive into Clients and Services
00:18:46 - Week 3: Internal Processes and Collaboration
00:29:45 - Week 4: First Client Interaction
00:33:38 - Phase 2: Execution and Contribution
00:40:47 - Phase 3: Optimization
00:47:43 - Actionable steps
Thank you for watching!
Ready to hire a superstar CSM for your team? Visit
http://dsm.li/JMB8eI to find top talent and streamline your customer success!
#CustomerSuccess #CSM #Onboarding #CustomerRetention #ClientRelationships #BusinessGrowth #AgencyLife
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Hi, I am Dave Lee! I am on a mission to help agency owners get back their time and make more money.
As a first-generation Asian-American, I have a unique perspective shaped by my parents' journey as immigrants and small business owners. This experience has instilled in me a deep understanding of the challenges and opportunities that come with running a business. I witnessed firsthand the tireless dedication my parents put into creating a better future for our family, and it's this spirit of entrepreneurship that I carry with me today.
I was fortunate to pursue a degree in software engineering with a minor in business at the University of Michigan - Dearborn, a journey made possible by my parents' hard work and the American dream. This education, coupled with my personal experiences, has led me to my true passion: supporting the individuals and businesses that have helped shape my own story.
My mission now is to assist agency owners in realizing their dreams. I am committed to providing the tools and strategies necessary for them to not only succeed but thrive in their endeavors. By helping them streamline their operations and maximize their profits, I aim to give back to the community that has given so much to me and my family. Today, I have helped hundreds of businesses in their operations, sales, technology, and marketing areas. I am focused on making a positive impact in the world, starting with each person I meet.