Retain Top Talent
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Retain Top Talent
Hiring top talent is only the start. Now you have to work hard to keep your very best talent. Most companies stink at structured and systematic retention of their top performers. Discover how to prevent turnover and keep your best people.
Curated by Barry Deutsch
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Should customer success managers travel? 6 alternatives for CSMs.

Should customer success managers travel? 6 alternatives for CSMs. | Retain Top Talent | Scoop.it
In a world where remote work is becoming the norm, customer success managers always face this dilemma - to travel or not to travel to meet their customers.
Barry Deutsch's insight:

You're team is not going to be visiting customers for the next 3-6 months at a minimum. What do you with those customers in the interim to sustain relationships, deepen connections, and show yourself as going above and beyond the call of duty in this crisis for them?

 

Here are a few key points that your sales and customer service teams can execute on to improve your customer engagement. How many of these are you working on right now?

 

Will some version of these tactics replace the need to visit with some customers when social distancing relaxes? Are we preparing and practicing what this new normal might look like in 6 months? Are some of your competitors adapting faster?

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Driving Employee Engagement

Driving Employee Engagement | Retain Top Talent | Scoop.it
Nearly 70% of the American workforce is disengaged in the office, and we're going about the solution completely wrong.
Barry Deutsch's insight:

Another reminder that 70% of your workforce is disengaged. Small incremental differences of improving that metric can have a significant impact on organizational success and customer satisfaction.

 

If we all accept this statement as a given truth through all the studies and research - why then do so few companies work on engaging their employees?

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Covid-19 has increased churn: What should customer success do?

Covid-19 has increased churn: What should customer success do? | Retain Top Talent | Scoop.it
Covid-19 has increased the risk of churn. But is customer success ready for covid-19? What can customer success do to prevent churn?
Barry Deutsch's insight:

Although this article is written from the perspective of a Software/app company and how to limit churn - customers quitting, not paying, going to competitors. 

 

Let's move the discussion away from just software companies to all companies - product and service (especially is you have a recurring revenue model).

 

What are some creative approaches you could take over the next 3-6 months to ensure you retain a significant number of your clients as the economy restarts and everyone scrambles after those same clients/customers?

 

This is the forward planning part of my workshop/webinar on Managing Remotely in a Crisis - how do we emerge stronger and more capable rather than simply picking up where we left off? How do we take the next 3-6 months to work on those back-burner projects that might allow us to gain a competitive advantage?

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