From the course: Engagement Preparation Best Practices for Customer Success Management

Unlock the full course today

Join today to access over 22,600 courses taught by industry experts or purchase this course individually.

Working with the customer: Credibility and rapport

Working with the customer: Credibility and rapport

From the course: Engagement Preparation Best Practices for Customer Success Management

Start my 1-month free trial

Working with the customer: Credibility and rapport

“

(upbeat sparkling music) - Working with customers is what Customer Success Management is all about. Most CSMs come to the Customer Success role as someone with existing experience and skills in working directly with customers. And so, this is not intended as a soft skills course in basic skills relating to communication skills or selling skills, et cetera. However, it is worth perhaps spending just a little time on the topic of relationship building. The two words I've chosen to represent the skill of relationship building are credibility and rapport, since a combination of credibility and rapport are the stepping stones to building high quality trust relationships with customer stakeholders. These two words are similar in their meaning, but each one also has its own specific significance that is worth defining. Credibility is the property of being believable as someone with the right knowledge, skills, and experience…

Contents