In this podcast episode, Sean Ruane, the CEO and Founder of Mind Data, discusses the importance of handling technical issues in a timely and effective manner to maintain a positive relationship with customers. He provides valuable insights for customer success managers (CSMs) on how to handle such issues.
This episode covers the following topics:
Code Red Situations - unexpected or technical issues that can cause service failures and impact customer success.
Advice to Companies Facing Technical Issues - CSMs must keep customers informed about the situation and provide insights into the resolution progress.
Internal Collaboration - CSMs should work with product and engineering teams to understand the technical issue and communicate the current efforts being invested to solve the problem.
Handling Delays in Solving Technical Issues - CSMs should remain honest with customers, provide timely updates, and invite cross-functional team members or senior officers to calls with affected customers to demonstrate the company's commitment to resolving the issue.
Developing a Resolution - CSMs should communicate with customers about the progress at each stage of the resolution process.
After a Solution Deployment - CSMs should perform a debrief with customers and prepare a report on the technical issue after finding a solution.
Tune in to this podcast episode to learn more about how to handle technical issues and maintain a positive relationship with customers.
⏬ Infographic: Handling Code Red Customer Situations
📑 Blog: Importance of Customer Communication for Customer Success
🎥 Video: Top 10 CSM Skills Hiring Managers Look For
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