Who doesn’t love a good TED Talk? And talking about Customer Success, this industry has been growing exponentially. We have here the best 10 Ted talks, you as a CSM or a CS team will love. These will inspire you and help you get even better at Customer Success.
Working Backward to Solve Problems
The first step as a Customer Success Manager is always to set goals with your customer. What are your customers looking for, why did they buy your product? This Ted Talk Grandmaster Maurice Ashley shows you how you need to look at the journey backward, and re-evaluate your strategy to help your customers reach their desired goal.
This is what makes employees happy at work
Yes, you need to concentrate on your customers’ needs but you should also make sure the employees in your business are happy. Happy employees provide a better customer experience. Employees’ happiness depends on how their leaders and other colleagues treat them.
Michael C. Bush in his Ted Talk explains how and why many of the employees are not happy with their work and how that can change.
How do we learn to work with intelligent machines?
AI is a gamechanger in the field of customer success. The future of customer success is going to be grounded in data and AI plays an important role here. With the advantage of Customer Success leveraging AI, you will be able to effectively assess your top priorities based on the data available.
In his Ted talk, Matt Beane shows you the traditional way of doing things, and how tasks can be done in a more efficient way with AI. He also shares that using AI, we could enhance our learning experiences and never lose vital skills.
Suggested Reading: Paradigm shift in Customer Success technology with AI
How to build and rebuild trust
Trust is the key to retaining long-term customers and driving customer success. It is the most important thing for your customers to trust you and your product.
In this captivating Ted, Harvard Business School professor Frances Frei helps you understand ways to build, maintain and rebuild trust. “If we can learn to trust one another more, we can have unprecedented human progress,” Frei says.
10 Ways to Have a Better Conversation
As a CSM, you need to be good at talking to your customers. The better you communicate, the more your customers will open up to you. A strong conversation helps you understand what your customers need.
But it’s not always easy to build good communication. Well, Celeste Headlee in this Ted Talk shares with you 10 Ways to Have a Better Conversation.
What Consumers want
In SaaS, the customer is the ultimate boss. You are successful, if you provide customer success. The CSM and the entire team should be well aware of what your customers want. Also, your customers decided to work with you in the first place because your service provides the solution they were looking for.
Joseph Pine’s TED Talk, “What Consumers Want,” essentially discusses the shift in modern consumer culture from a goods-based economy to an experience-based economy.
How to Use Others’ Feedback to Learn and Grow
Customer feedback gives you a clear understanding of what your customers think about your company. It is important to know if customers are happy with you and if they have any complaints. Sheila Heen in her Ted talk shares ways to receive, assess and respond to feedback.
Success is a Continuous Journey
Throughout the customer journey, your customers go through different stages. And you have to ensure their success at each stage. As a CSM, you have to map out a plan for our customers to make them the most successful. This doesn’t stop when your customers see value in your product but is a continuous process.
In this Ted Talk, Richard shares an incredible story of his own journey from success to failure to success.
How to Speak so that People Want to Listen
As we discussed earlier, strong communication is important to know your customers. In How to Speak so that People Want to Listen, Julian Treasure lists the 7 deadly sins of talking. These include making excuses and shifting blame, exaggerating, lying, and dogmatism.
This Ted Talk is a must-watch for you if you want to speak well and deliver success to your customers.
Learning Empathy as a Skill
The quality of empathy is on the list of Customer Success Manager must-haves. Customer Success is not a one-time event. Customers’ needs change over time. And a CSM must be able to empathize with the customers.
Dr. Riess, Associate Professor of Psychiatry at Harvard Medical School talks about the Power of Empathy in this Ted Talk.