Coaching is important no matter what industry, job, or role you’re in.

Often, coaching is offered as official courses, through some products, or maybe through online courses your company paid for, but most often, it’s forgotten.

As a CSM, we need to continue improving how we deal with customers—whether it’s upselling, identifying issues, or simply communicating better.

Learning should never stop, and I’m diving into practical ways to keep improving, even when official coaching isn’t readily available.

Today we’ll show you how AI (In this example Oggam.ai) can help you turn every conversation in a coaching session. This is highly tailored individual coaching, at scale.

📋 Job to be done Definition

Job to be Done for a Customer Success Manager looking to improve:

"Learn how to do better in customer calls by getting tips and feedback after every conversation."

Doing Better ™️ is easy to say, and really hard to do. Today we’ll be looking at attempting to improve on all of the following:

• Upselling More Naturally: Finding the right moment to mention additional products or services without sounding pushy.
• Listening More Closely: Paying better attention to what the customer is really saying, to catch hidden concerns or needs.
• Solving Issues Faster: Identifying problems quickly and offering solutions right away, so customers don’t have to wait.
• Building Stronger Relationships: Asking more personal questions to build trust and connect with customers on a deeper level.
• Following Up Consistently: Sending follow-up emails or messages after every important conversation to show customers you care.
• Being Proactive: Bringing up potential issues or ideas before the customer does, so they feel you’re always thinking ahead for them.
• Explaining Things Clearly: Breaking down complex topics so that customers understand the product or solution better without feeling overwhelmed.

This episode was brought to you by Oggam.ai. To get access to prompts and techniques discussed during this podcast, head over to 50 days of jobs to be done: CSM edition.