CSM Practice - The Customer Success Podcast


May 05, 2023 Irit Eizips & CSM Practice Season 2 Episode 17
CSM Practice - The Customer Success Podcast
Show Notes Chapter Markers

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.


Additional Resources

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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Product or Engineering Team
Setup an agreement with the team to get timely updates
How can you limit the damage?
The length of the update should match the length of the resolution