Proactive listening at the macro level

[asikurrahmanshuvo]

The point is to try to add value to every interaction. Customer Success Managers ( CSMs ) operate with this mindset first and foremost and what a company projects on social media could often benefit from this way of thinking as well.

What challenges are your customers facing in the face of updated regulation, unexpected external events, and new technologies? Different types of social media can give you clues about these challenges , but you need to look for them.

Proactive listening differs from active listening in that customers may not speak directly to you. You can consider using social media as a way to listen to a client's customers.

When you work with B2B, much of your customers' pain comes from the pain of their own customers.

Tips for implementation:

What industry publications do your customers vietnam phone number list subscribe to? Many publications will have a social media presence, even if they are traditionally paid publications.
What hashtags are trending within your clients’ industries? What generates the most word-of-mouth ? What excites your buyer persona?
Do any of your clients use influencer marketing? Which channels or accounts are influential in this space?
3. Caring at the micro level
Customer success programs often depend on finding ways to support customers individually, and that requires understanding the different ways they perceive you.

If a CS manager studies an individual client’s social media campaigns, he or she will almost certainly find insights into key objectives and messages that can relate to the business partnership.

Starting conversations using the customer’s own social networks can build trust in the relationship and uncover opportunities to personalize the solution you offer.