Speaker: Mark Higginson, Chief Customer Officer, ScreenSteps
Please could you introduce yourself?
Mark Higginson: Hey, everyone, Mark Higginson. I am the chief customer officer at screens steps.
What are you going to be talking about at Customer Success Festival?
Mark Higginson: So this one is actually going to be a workshop and the workshop is around a methodology to put into place that it's called no more hand holding, advancing client self reliance. It's, it's a way it's a methodology to put in place that your clients can actually self serve the majority of the questions they have, especially those questions that are simple and easy to answer and also freeing up your CS MS to be able to do what they need to be doing, which is building deeper relationships and holding those conversations that are uh more impactful to the client and also to the organization as a whole.
What is the biggest challenge facing Customer Success teams today?
Mark Higginson: Yeah, I would say the biggest challenge facing customer success today is either going to be reduction in head count or it's going to be additional responsibilities. So I'm going to be addressing some of this in, in this workshop that we're doing because with those additional responsibilities or with a reduction in head count time is more and more valuable. And your clients want to be able to get the answers that they need. You want them to be able to get the answers that they need and do it in a way that's efficient for both the CS M and for the client. So that's what we'll be discussing as well in this workshop.
What’s your number one customer success tip?
Mark Higginson: Who my number one customer success tip, I would say every interaction that you have with a client or that A CS M has with a client needs to be something that that client would be willing to pay for separately. So you are delivering information you're delivering to them, the tools that they need to be successful with their role, which if we're providing a service or providing a software offering, they have goals themselves and they need to be seeing what we are delivering and understanding what we're delivering and that it would be an engagement that they would be willing to pay money to receive. So yeah, make it worth their time and don't force anything if it's not going to be worth their time. Is my my number one customer success tip.
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