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How to Handle Product Delays and Customer Expectations
Manage episode 502694941 series 3555213
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In this episode, Anika Zubair discusses the critical topic of handling product delays in customer success. She emphasizes that product delays are not just timeline issues but also trust issues that can significantly impact customer relationships. Anika outlines common mistakes made by Customer Success Managers (CSMs) during these situations and provides actionable strategies for managing customer expectations proactively. The conversation highlights the importance of transparency, reframing value stories, and maintaining open communication with customers to rebuild trust and ensure successful partnerships even in the face of challenges.
Chapters
00:00 Navigating Product Delays in Customer Success
05:43 Proactive Strategies for Managing Customer Expectations
11:00 Building Trust Through Transparency and Communication
14:56 Tactical Approaches to Strengthen Customer Relationships
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Send Anika a text :)
Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Chapters
1. Navigating Product Delays in Customer Success (00:00:00)
2. Proactive Strategies for Managing Customer Expectations (00:05:43)
3. Building Trust Through Transparency and Communication (00:11:00)
4. Tactical Approaches to Strengthen Customer Relationships (00:14:56)
36 episodes
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