Social Selling is a way of positioning yourself as a credible individual, a way of promoting the purpose of your company and a way of promoting the value proposition of your solution and/or service. So, is “Social Selling” just for sales? Maybe. But if that is the case, surely “Social CS” is a thing and a thing for all Customer Success professionals to understand, value and practice.
I understand (actually, I am unsure I do) the apprehension of creating a digital presence in the role of a senior executive but what are the risks of creating your digital presence as a Customer Success Manager? Or is the real question, what is the risk of not creating a digital presence? Let me explain further.
You are a Customer Success Manager at 321 Software Company, a leading HR platform and have just been named as the new CSM for XYZ Diagnostics. You have just been introduced to them – their Chief Technical Officer, their Chief Human Resources Officer, a number of IT and HR professionals, and many more. They will check you out on LinkedIn, and they will do it immediately. What does your LinkedIn profile say about you? How does it make them feel as they read and learn more about you? Do they feel confident, maybe even excited to have you as their CSM – have you demonstrated the skills and competencies they are looking for, do you exude ability and credibility, or do they see you as just another face of 321 Software Company? Worse than what they may find, is what they maybe don’t find. You do not have LinkedIn profile or you have a profile but it is scarcely complete. So, what is that telling them about you?
Your LinkedIn profile is your brand – maybe not all of it, but in today’s business world then a major part of it.
Above I give an example of why you need to ensure your own profile is up to date and relevant, but you shouldn’t forget there is also information out there for you too, making your life easier as a CSM.
You should be using LinkedIn (and other social media platforms) to understand your customers, your stakeholders and your competitors.
So, what is your view on the use of social media within Customer Success? I look forward to hearing your views.
If we are going to discover a new market, I guess social media maybe a good source of information about people's interests. I don't think the people who can really afford to buy things are in social media though. There's something about the fakeness of it that we really can't tell who agrees with you enough to shell out some money for the products you are selling. I say maybe it's totally pointless. It's still better to interview households.
Social selling is really an effective way of marketing nowadays. Since we are being submitted in the social media and other new technologies, I guess this would cause a big impact on society. Besides, social selling lets you build your own identity and own proposition in the market place with the use of social media. I just wish that people will make use of it rightfully so that others would not be harmful about it. It is not just generates Wales, but also makes a brand positioning.
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Matt Myszkowski - experienced Customer Success leader & founder of CustomerSuccessMatters