10 New Year’s Resolutions for Customer Success Teams

For most, the New Year signifies a time of reflection. We think about our triumphs and failures, lessons learned, and how we can use those experiences to challenge ourselves in the coming year. When you think of resolutions, a personal checklist might come to mind. Maybe it’s living a healthier lifestyle, improving your spending habits or spending more time with family. Beyond that, we also start thinking about our professional goals and what steps are needed to advance our careers.

For our customer success team, professional and personal resolutions cross paths. Our passionate team lives and breathes customer success, instilling their personal morals and values into their everyday routine at UserIQ. To kick off the New Year, we wanted to pick their brains by asking two questions:

  1. What is one resolution you have as a customer success professional as it relates to your role specifically at UserIQ?
  2. What is one resolution you think all customer success professionals should set for 2019?

Elizabeth Allen | Customer Success Manager at UserIQ

What is one resolution you have as a customer success professional as it relates to your role specifically at UserIQ?

One goal I have is to make sure all of my customers have a good understanding of how to use UserIQ data to measure the success of their campaigns. Beyond just the results metrics that come with any campaign, it’s important to look back and ask the question: did my campaign create the desired outcome? For example, if you created a tour to walk your users through using a feature, how many of your users who saw the tour later adopted the feature? You can use segments to answer these questions and more!

What is one resolution you think all customer success professionals should set for 2019?

Invest time in finding solutions that help you work smarter, not harder. It’s comfortable to keep doing things the same way you always have, but you must make time for professional innovation.

Bret Venuso | Customer Success Product Specialist at UserIQ


What is one resolution you have as a customer success professional as it relates to your role specifically at UserIQ?

Dive into the data. For example, at what stages in the customer journey are we seeing user adoption roadblocks, and how can we address those? Looking at data allows you to make more accurate, proactive decisions.

What is one resolution you think all Customer Success professionals should set for 2019?

All professionals should put emphasis on making customer success a company-wide effort. Team alignment is critical for ensuring the customer is receiving the right experience through every stage of the customer journey, and will be more likely to stay longer, buy more, and advocate for you.

Sarah Boynton | Customer Success Manager at UserIQ


What is one resolution you have as a Customer Success professional as it relates to your role specifically at UserIQ?

I’d love to collect 10 short use cases. In addition to showcasing different ways UserIQ can increase ROI and time-to-value, it’s also a great way to learn more about your customers and share your learnings with them.

What is one resolution you think all Customer Success professionals should set for 2019?

Inject your personal touch into customer interactions and focus on proactive messaging that is targeted, concise, visually appealing, and appropriate to your audience.

Matt Cafaro | Customer Success Manager at UserIQ


What is one resolution you have as a Customer Success professional as it relates to your role specifically at UserIQ?

I want to increase my product knowledge to provide extra help with ticket submissions. By doing so I can become more of a direct report for our customers, so they are able to get answers to product questions or issues quickly from their dedicated CSM and maintain momentum.

What is one resolution you think all Customer Success professionals should set for 2019?

All customer success professionals should set a resolution to get more face time with their customers. If it’s unattainable to meet in person, get on the phone on a consistent basis. A regular cadence is always important for building and sustaining strong customer relationships.

Sashank Gogineni | Customer Success Engineer at UserIQ


What is one resolution you have as a Customer Success professional as it relates to your role specifically at UserIQ?

I look forward to sharing UserIQ’s content for our knowledge base so we can reduce ticket volume. I want to ensure our customers can get answers to specific questions they have about working in the platform, so they feel empowered!

What is one resolution you think all Customer Success professionals should set for 2019?

I would suggest utilizing honest communication to bring tough customers back around. It’s important that customers understand that CS teams can be leveraged for help, but not as a substitute to do their work. Having transparent conversations will help build trust!

What are your customer success resolutions for 2019? Share in the comments below! Gather the support you need to meet your resolutions by utilizing customer success leaders in the User Adoption Community.

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