Transforming CSM Conversations: Unleashing the Power of AI

Table of Contents

1. Introduction
2. Amanda's Experience in Customer Success
3. The Journey of Scaling the Customer Success Team
4. Shifting Towards a Customer-Centric Approach
5. Ensuring Consistency in Customer Conversations
6. The Role of AI in Enabling Conversations
7. The Impact of AI on Enablement Materials
8. Implementing AI Solutions for Small Teams
9. Cost-Effectiveness of AI Tools
10. Concluding Thoughts

Introduction

In this article, we will explore the importance of productive and effective conversations between customer success managers (CSMs) and their customers. We will delve into the strategies and processes that customer success leaders can employ to ensure successful execution. Joining us today is Amanda Schmidt, SVP at Panda Doc of CX, with extensive experience in customer success across various well-known brands. She will share her insights and expertise on Coaching CSMs in effective conversations.

Amanda's Experience in Customer Success

Amanda Schmidt introduces herself as a lifelong customer success career professional, having worked with notable brands such as Marketo, Adobe, and WebEx. She shares her passion for customer success and traveling. Amanda reflects on her favorite travel destinations, mentioning Norway and Jordan as her top picks. Irene also shares her travel experiences in Germany.

The Journey of Scaling the Customer Success Team

Amanda discusses her experience with customer success teams at Panda Doc. When she joined, the team was divided into a US team and a European team, both focused on different market segments. However, Amanda spearheaded the integration of these teams into a unified group, along with the addition of support and customer experience aspects. The team has since grown significantly, with over 200 members in the CX organization.

Shifting Towards a Customer-Centric Approach

With the rapid growth of the team, Amanda emphasizes the need to maintain a customer-centric approach. She highlights the importance of delivering curated, efficient, and personalized customer journeys for each segment and persona. The focus is on becoming more efficient, simplifying the business, and aligning all efforts with the customer.

Ensuring Consistency in Customer Conversations

Managing consistent conversations with customers across a large team can be challenging. However, Amanda explains that by empowering the team and minimizing handoffs, they can take ownership of conversations at the right time. This allows for effective and Timely communication with customers. Additionally, Amanda discusses the use of AI tools, such as chatbots and conversational analysis, to enhance customer conversations and sentiment analysis.

# The Role of AI in Enabling Conversations

Amanda introduces the role of AI tools in empowering customer success teams. She highlights the use of AI chatbots for initial customer interactions and issue resolution. These chatbots redirect customers to Relevant resources or facilitate meetings for more in-depth discussions. Amanda also shares the introduction of Ox, an AI Tool used for conversation practice and coaching. Ox allows CSMs to practice various scenarios, receive feedback, and improve their communication skills.

## The Impact of AI on Enablement Materials

The integration of AI tools like Ox has had a significant impact on enablement materials. Amanda discusses how Ox assists in identifying gaps in conversations and specific customer objections. This valuable feedback helps the team develop targeted enablement materials to address these areas effectively. Additionally, Ox enables cross-functional stakeholders to access customer conversations and provide valuable insights.

## Implementing AI Solutions for Small Teams

Contrary to popular belief, AI solutions can benefit both large and small customer success teams. Amanda emphasizes that even small teams with five to ten members can leverage AI tools like Ox effectively. The cost-effectiveness and ease of use make it suitable for various team sizes and enablement needs. Amanda encourages organizations of all sizes to consider using AI solutions to enhance customer conversations.

## Cost-Effectiveness of AI Tools

Amanda compares the cost of adopting Ox and other AI tools with their benefits, highlighting the cost-effectiveness of Ox. Furthermore, she mentions the positive effects AI has had on retention rates, adoption efforts, and lifetime value for Panda Doc. The integration of AI into the enablement process has significantly aided the enablement team in supporting the continuous improvement of customer success managers' skills.

## Concluding Thoughts

In conclusion, Amanda Schmidt shares the importance of investing in AI tools to enable effective conversations in customer success management. She highlights the benefits of AI in creating consistency, providing coaching support, and enhancing customer-centricity. Amanda encourages customer success and sales professionals to explore the potential of AI tools like Ox to drive better customer experiences and business outcomes.

Highlights

• Amanda Schmidt, SVP at Panda Doc of CX, shares insights on coaching CSMs in effective conversations.
• Scaling the customer success team at Panda Doc, merging US and European teams, and adding support and customer experience aspects.
• Shifting towards a customer-centric approach, focusing on curated, efficient, and personalized customer journeys.
• Empowering customer success teams to take ownership of conversations using AI tools for initial interactions and conversation analysis.
• Introducing Ox, an AI tool for conversation practice and coaching, assisting in skill improvement and feedback.

FAQ

Q: What is Ox, and how does it assist customer success managers? A: Ox is an AI solution that enables customer success managers to practice, improve their conversation skills, and receive feedback. It helps them gain confidence in various scenarios, making their actual conversations with customers more effective.

Q: Can AI tools like Ox be beneficial for small customer success teams? A: Absolutely! Even small teams with five to ten members can leverage AI tools like Ox effectively. The cost-effectiveness and ease of use make it suitable for various team sizes and enablement needs.

Q: How has the integration of AI tools impacted enablement materials? A: AI tools like Ox have enabled targeted development of enablement materials based on feedback and gaps identified in customer conversations. This ensures that the team can address specific objections and optimize the customer journey.

Q: What is the role of AI tools in creating consistent customer conversations? A: AI tools provide coaching support, allowing customer success managers to practice and refine their communication skills. By analyzing conversations and providing feedback, AI ensures consistent, Meaningful, and customer-centric engagement.

Q: How cost-effective are AI tools like Ox? A: Ox is a cost-effective AI tool that offers significant benefits compared to other alternatives in the market. The return on investment includes improved retention rates, adoption efforts, and lifetime value for companies like Panda Doc.