Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Our core values, team, and community
Come work with us!
Get in touch anytime.
Employee success drives customer success.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
Having emotional intelligence (EI) is a must for customer success managers. Read on to see some of the top EI skills you need to master as a CSM.
A recent study stated that US businesses lose about $62 billion yearly due to inadequate customer service skills. With that being said, working towards being a more emotionally intelligent CSM might be exactly what your customers need to form those deeper connections and stick around. So, in this guide, we’ll walk you through the ins and outs of emotional intelligence.
According to the MHS Research Report, 41% of organizational leaders believe that Emotional Intelligence is a must-have topic of training and development courses. But only27% of leadership assessments evaluate an individual’s emotional intelligence level. Here are four of the most important EI skills that a CSM should have:
In simpler terms, self-regulation is your ability to react to your thought process and emotions and regulate them in a timely manner. Also, how well you influence or control your feelings speaks about your adaptability, trustworthiness and self-control. As a Customer Success Manager, having self-regulation is essential since it can help you deal with conflicts, focus on goals, and manage stress.
Self-awareness is about how alert you are about your desires, feelings, and emotions. But not only that, but self-awareness helps you understand how your emotions, beliefs, etc., impacts other people. So, when your customer is expressing a problem they have during a QBR, don’t be quick to respond. Your first step is to determine if your feelings on the situation is based on your thoughts and belief. If they are, take a step back and listen to your customer and look at the situation from their perspective.
One of the biggest traits that a manager must possess is being sociable. How well you interact with others and how you influence them is what matters. This entails the interpersonal skills that permit you to communicate, create trust, manage issues and collaborate with each contact on an account. The more you understand them, the easier it becomes for you to connect and empathize with them. Customers love to stick around with a manager who understands their needs and reciprocates with the requisite compassion and empathy.
Empathy is said to be one of the core skills of emotional intelligence. Motivation and empathy are two extra facets that are central to emotional intelligence. A successful CSM should have the ability to recognize the emotions and feelings of other people. The easier it becomes for you to understand their needs, it will help you to serve them in a rather rational manner. Empathy in work place goes a long way.
Here are four ways you can boost your emotional intelligence quotient in no time.
One of the first ways to increase your emotional intelligence is to ask the people you interact with frequently. Consider sending out a survey asking your customers if they feel you empathetically listen to and understand their problems.
Or if you prefer, you can ask your leader or co-workers to review one of your calls to rate your emotional intelligence skills. Regardless of the method, the only way you can improve is to know where’s your starting point.
Emotionally intelligent people tend to listen to their customers for umpteen clarity and wait for them to finish. Nothing puts off a customer more than talking to a manager who is not as involved in their issue as they are. Note that they also zero in on the non-verbal details of a conversation. Hearing them out actively ensures less room for misunderstanding and shows the other person that you care about them.
A positive attitude can take you a long way. An emotionally intelligent person has the awareness of emotions around them and mirrors their attitude accordingly. So, creating a healthy rapport with and having an optimistic outlook is vital to better serve your customers.
The best way to boost your EQ is by being as approachable as you can. A smile and a positive outlook can do wonders. A customer will feel more connected to communicate better with someone who is easy to approach and talk to.16
It goes without saying that one of the much-needed Customer Success requirements is having a higher level of EQ. When you are open-minded and driven, with a strong emotional intelligence quotient, you will find it much easier to thrive in any environment and connect with your customers. And as a CSM, who doesn’t want that?
Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her ‘gift of the gab’ to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.
Published 3 Mar 2021, Updated 17 Aug 2022
What changes do you need to incorporate into your customer success/acc...
27 Sep, 2022
Customer success teams always try hard to improve customer health scor...
23 Sep, 2022
Here is a list of free NPS software and NPS calculators that are avail...
22 Sep, 2022
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.