My goals and vision for New Laws of Customer Success (NLCS) (#2)
A Letter To Our Readers
What we’re doing:
A weekly newsletter showing the insights, and topics that I’m tackling around adoption, expansion, retention, people management, and anything else that’s stressing me out at the office. My aim is to keep my learnings real, relevant, and relatable.
Who we’re writing for:
Current Customer Success Managers looking to advance their careers. I don’t want to preach. If you’re a current CSM, I want you to read my weekly reflections, put what I'm learning into practice, and immediately advance your career. I won't hide a thing about my progress and we can learn together.
Founders, Directors of Customer Success, Vice Presidents of Customer Success, and Managers of Customer Success who want to advance their team of Customer Success Managers (CSMs) can use this resource as a supplement to an employee survey to find out how individual contributors see things. If this is you, my hope is that you will read my thoughts, my language and use the information I've shared to have meaningful one-on-one meetings, or level-up your enablement efforts.
What’s the plan:
The ingredients that make up a great newsletter, or a podcast (for my personal taste) usually have 2 out 3:
1) I learn something from what’s said
2) I laugh at something that’s said
3) I can relate to something that’s said
My aim for New Laws of Customer Success is 2/3 every week.
How we’re in this together:
Let me ask you a question: Would you help a friend if it didn't cost you anything and you never received credit?
If you would, I have an ask to make on behalf of that friend. That friend is just like you, or like you were a few years ago: full of desire to become a great Customer Success professional, but they’re unsure where to look. This is where you come in.
The only way for us to accomplish our goals at NLCS is first, by reaching them. And most people do, in fact, judge a book by its cover. In this case, judge a newsletter by its logo, and captions. If you find this mission aspiring, would you please take a brief moment right now and send this link to 2 friends that would find this newsletter valuable? It will cost you zero dollars and less than 60 seconds.
You sharing this newsletter will help…
…...make one more Customer Success professional feel like they are less lonely and alone
…make one more Customer Success professional delight their customer
…make one more Customer Success professional find meaning in their work
All you have to do to make that happen is copy this link and tell them to subscribe.
What we’re aspiring towards:
1) "Oh shit, you subscribe to NLCS too?!?!" is used as a conversation starter to find something in common with a CSM you just met
2) A committed group of subscribers. Quality > quantity. I'd rather have "100 true fans" than "1000 mediocre lurkers."
3) I want you and I to achieve 4 levels together:
Level 1: Reach 250 subscribers
Level 2: Reach 1,000 subscribers
Level 3: Reach 9,999 subscribers
Level 4: Reach 10,000+ subscribers PLUS
Collaborations with incredible SaaS companies that can help us do our jobs better.
A specific, curated job board connecting world-class Customer Success professionals with world-class companies
Our central theme:
In the book - Things Come Apart, “the book makes visible the inner workings of some of the world’s most iconic designs. From SLR camera to mantel clock to espresso machine, from iPad to bicycle to grand piano, every single component of each object is revealed. These disassembled objects show that even the most intricate of modern technologies can be broken down and understood.”
NLCS is this for Customer Success.
To remind myself of this concept, I'll share a behind-the-scenes look at the iconic films that shaped our generation once a week. Reinforcing the impression that even the most complex things can be broken down and understood.
Love the vision here! It’ll be nice to bounce creative enablement ideas with other CSMs