Felix Preuss asks the question about Customer Success Management (CSM) in an aspiring B2B startup.
Edited Kubernetik for after-sales for B2B customers
The How Question
Specifically, the “how” question that was developed with the kubernetiks canvas is:
How do I manage as a startup that my customers run successfully after contract conclusion?
1. response phrase
The most important thing for after-sales in B2B is to build up a mutual understanding, followed by regular communication and active leadership of the customer!
2. response record
I should start with the provision of a customized Customer Success Manager, a clean onboarding and the creation of regular content.
In order to get into action, to learn and to be able to comprehend a topic even better, every created cross-netics needs a personal commitment. That means, in the next two weeks three concrete ToDos to convert . These must be in your own control area and must not depend on other circumstances.
Felix derives the following tasks for himself and as a recommendation for those interested:
- Define task areas of the Customer Success Manager
- Assign this role in the team
- Define requirement profile for possible hires
Preuss résumé on Kubernetik:
“It is basically a big step for someone to fulfil the whole role of Customer Success Management. Or a new employee has to be hired because of the lack of resources at startups. Nevertheless, I firmly believe that this is necessary. This is exactly what the Kubernetik clearly reflects and, from my point of view, produces the right results. The experience confirms the strategy how we successfully manage our B2B customers in the startup. In concrete terms, it was the right step for us to split sales and after-sales, as well as CSM, between two completely different people. Also the concrete onboarding of the customer supports with qualitative content, which is regularly made available to the customers, helped to reduce the churn rate”
Even if I had a basic solution in my head in this example, I think it’s good that the canvas gets to the point again in one or 2 sentences.