Here’s where I am.
After 15 years experiencing the use, the implementation, the upgrade, the training, the customization, the consulting, the integration, the construction, the deconstruction, the tweaking, the love and the hate, the good and the bad, the boring and the exciting in the CMS (Content Management System) world, i need to redefine what I really want to do.
And guess what, what activated me the most in all these years has always been making the customers and the users happy with the solution I was offering. They were having needs, expressed or not, expectations, assumed or not, and my role, in its most noble approach, was to deeply understand them and define the right solution, whether it was a functional evolution, a technical implementation or an organizational change.
After the delivery phase, I’ve always felt that my duty was to make sure the user was using correctly the solution or had no concern with it and to listen to any of his feedback. Again, to make this customer entirely satisfied.
But in addition to make the client happy, it usually made my boss happy as well because it was leading to more projects and a longer relationship. I initially thought that sales was not for me because i believed it was only customer acquisition. But the retention is probably bigger in a business development plan. Less churn is more revenue, customer engagement opens to new opportunities and customer satisfaction leads to more referrals and then more acquisition. The perfect success plan!
Anyway, after this deep thought while driving from Palos Verdes to DTLA, the epiphany came! My next big thing will be CSM : Customer Success Management. And I will use this blog to share my experience, illustrate ideas and understandings, and give a very pragmatic and honest feedback of my new journey as CSM fan.
After all, I’ve had the 3 good letters since the beginning, I just have now to make a decisive switch of letters.