Helping will Sell, with Manuel A Harnisch

In this episode of CSM secrets, we speak with Manuel A Harnisch, Vice president of Customer Success at People Data labs.  In this very insightful conversation, Manuel shares many insights for CSM practitioners to adopt and deliver value to both customers and internal to their organization.

The main takeaways for CSM practitioners in this episode are:

1) Establish structure & operations when the organization is small

2) Do not have more than 2-3 accounts per CSMs to deliver exceptional results on CS metrics

3) When done right, CS can become a major force multiplier, which only startups are recognizing at this point

4) Primary metric is product consumption/adoption, NPS & CSAT scores are secondary metrics.

5) Understand the customer business, build customer intelligence rather than being selling focussed

And not to forget mentioning that his favorite cartoon character that closely resembles a good CSM is the Futurama Leela who is a badass, is sassy, is empathetic and holds people accountable.  

Such a fun and insightful conversation!