Customer Success News: Soft Is Hard. More than a Degree. Respond or React?

All the latest Customer Success tips, trends, and inspiration in one place. [View in browser](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5V5knKyV3Zsc37CgVw2W4nWTDw5s6DvYW3w4v4K3SLbK2W444wHt92YJsqN965NMkDhnddW7D4sQ92YZYf9W4s3mmr3R4n54W2pDP5J8s4WzCW7vqxDl17s4wlVFbZwY2-lKCVW9cz8B48J9LLzV3wm71360J3YV-HXlf5Kjg0YN8F098qpm3_kW40B7371C39sNW5cXFTH70GKWyW1nc1wT3NRNWbW8x-YHN2gv56_Vf-WT77BttZgW2dw1GT4chrXjW5gP4-M2YSsg1Vlvw3g3kV15rW31fJSD1nh-HrN3-p1Q3zwM9SW4L7JWz4BPg4lW4QT9zK2J0tCrW7vxcjV5zty47W2knDfB2_QnGvW42Yt4P8pC2vyW2N04g17B_RlbN3q-YM47cwDBVt86CC8TFytgVnHZ2d20HRnjW5Ccv_m7jt8DLW6pmnQs9gRCrlW5czyxL2RP0GhV68QgP2g_QjPW7twGTp3D1SyLW4rzPP32qcXxtW57MzBH4FhL02N7QjKTfn0BZmW2whnsZ24bFjkVR2d9y5xtQJ13bkZ1) [SK_Newsletter-Logo-1] CUSTOMER SUCCESS NEWS • JUNE 2022 • ISSUE 1 Soft Is Hard. More than a Degree. Respond or React? [Soft-Skills] Soft Is Hard The “soft skills” are actually the “hard skills,” [says](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq4p5knJ3V3Zsc37CgWlvW1JGnlM8581MHW952ydn7c0Nw6W8pHFwZ6d6KPSVgRckT3KmVNbW2dwrMz4VZVmbW8TDglS5Z-fqwW1_dJrT17DPMCVfcyZT1HDd9SW2SQLNm4QnrrFW73HTZ044TtrdN6zVSslyw2WgW3mNLwD1HfPV3W3c2TJh9cLcKQW3lPJHj52mGVQW852T63514NyKW8w2s6210jPk4N7--y-bRM7dnW2r882p5JLn35N5nF8ZGnt7-kW1lgDMv70vlPGW5Rq0Dc5F-D7KVhc6K52pM9_YW92LB332TpNdJW8N207H4C13VhW5y-lfN3xFWFVVYR5tJ2Z4bc_W5Jx8D25S6jXkVkcS4f2LwQ8TN9j1V9XrfKRqW57gBcc4X2r84W2ndzC485n1wXW6SWnZM8wMBTr3pM41) [Gary Vaynerchuk](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7CgJL5W5TBR_922Qk36W1LkZBd6g5YLKW707_7t81sSjvW8SRxRy3g28b9W7c2snh59bb6dW4V3_913rLsDSW3C1gWN3j7_YdW8fwMPH2cyWb6N5g7jK9LQWhgW1FXRZ02ZvRwCW26Q6858vPbMNW4tzWm01nGp3nW1T1-LT7ws31-W876Ksz17pFnvW7HWm9S9k6JS_VPfz5D2tKkyRW3LchSX87kRCpW4cS_5w74rYdQW4X1wG26PmnYxW89DQnY6FcGz6W58m8wX8xR3mSW3S5Kzt3n6_sG3hrr1). What separates the best CSMs from the rest is the presence of [these skills](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq4p5knJ3V3Zsc37CgC_NW66HM1S4ljRWlW2f5f0M6XY17wV7SSBV4y31s9Mmf2zwmHKssVst17R7jcPJ2W7LSMtw3CBYjKVwn_676m7F34W8FJ3TT7zP1pJW98sjRX2pqPh9W2t2T071JNvm6W4TVYnL6R2vDBW1MqcgY45-tNVN6S4kMPdl0nhW57D1lT1QHD3PW5C_22s8hhyl7W1nJXg07d2y-mV9n4Py1f_LGfN8G13j4slgJTN33bps1Vv_9gW7gpWB43bR4RxW2gvh_86CZ5B_W5SbKJm8cJ5NCW7Nz7wZ9f2wfPW6R3wHn5Sb1yfW6N0bmg5Dw5ksW5RrjkM8gphsYW1cjKpL8bGQQQN1dtv84fZtFXW2fSShp5G2NW6W2mqnQ27hnj37W1rwVSR6dxqmLW2CFW5k345-rn3fKH1) that are harder to measure but critical to success. With these superhumans on your team, your business will always have a strong foundation for lasting customer and commercial success. [CS-Degree] More than a Degree Do you need a four-year degree to qualify for a CS position? [Maranda Dziekonski](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5B3lSc3V1-WJV7CgGJcW1nJgCT7lF6KVW6F63Zj6znQzMW50MFhn3WJ7C0W2nts-h4P5_hBW3HFdDD6J1MJBW2Txk-069WXqHW7DKLGY3NX2mxN2T-7wT2Vtw0W1GSvpp7Cr1DhVWBs184dxsKKW17gZgZ6V8ZVQN704F-Qq1By4W3yDM3D3hXVx_W1RZmcr5j89-VW9d0s9M99bdtMW1mwpQW8nzkwyW3yQxDX3n82mRW56GJj47WC__tN7_qtTSqgqbSW1yk9DZ1wbZm8W5C96tH1ckGgQW2wrQn822zshdW6BlP5k2kZ-cZV5SxpV8hZCYF3p6_1) says “[Not really](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq4J5knJmV3Zsc37CgGz_VR9q3k3B_shJW7ZVthB9k7S3mW42gNZd52wYXKW89ZRS07Gk35wW2khcnH6rf3w_W6B_K4p8WqRqnN65Q_8L-1vDmW1-N-Sq3yFg4vW1NmXJl5cmSN8W83sDlZ3nF1V-N6CHbgJvFGBXW2wdSS-7-jZsbW8R7-4_61nY9gW12TH7C7YYw6VW3NLWQm2b6bktW5W4qps811X9CW7Bs2-K2PfjlLW7dM98b8vhDsHW7h3hYC2KNCk1W7btBVp1RmXTvW5tXQPd9m0bWhW6VjVrn4RG1XDW5n3rPf3yJb3BW8crlC-86V-04W7thv0P5tPQBwW6zN9yT3dvTsBN8zRGtC663MsW4WHNBp4NKw1KW5dC8HN1jL9ytW2Flc5X1XSw18N4X1M6CZC7h7W6cd-YJ1f_XbkV21FSs92Gzj2MW_QR29zQd93jVq1).” Education is valuable, but there are many forms of education that help one grow and evolve—and there’s a lot of learning beyond the classroom. Embrace your experience, [keep learning](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq4J5knJmV3Zsc37Cg-y5N4CYB5ysF-5BW1NQSkg1-yl-wW3RqJd96QQ2-3W1BzF0z7xZND5W177XfY69VlQSW5T6D_t5wPgf9W404Y4l8RSlC-W4cbZVg1Ghp2pW68KHfQ7_J-NtW26l2627mYygFW64fx6W1xT7MBW7DjPms2xbcs5W30MXvL6qnsB_W8pLv9W7yftttW2Q9pdN6QjYzNW1JYy-F63PtH4W3d9XXF9hxNN8W13rVlv2dQHr8MMKPhfpkLSwW1jcbVk3y9wwsW6sYXcq8_-D-sN1N1kfcQ7tvWW1DHKwG3P63YdW81hBbq1SqTsSW3m4TSj1Mjs_3W2lkM7D3m7CsQVRXYQK67WYZYW6l6F2L1b4LrMW4sLzwb4t2NrlW86VZ0x2NH64cW1nqsxj3lg6NbW5BG2ZN7Jhb95N56Y1l9F_WsJW8RG-rk65r4FX37Tj1), and aim for the stars! [Respond-or-React] Respond or React? The difference between responding and reacting to customers is: having a plan vs. winging it; or working to an outcome-oriented playbook vs. firefighting with a preservation mentality. [Jay Nathan](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7CgYx3W3Z6Qv_4t8tLSW2bPMXv1wQCyRW34W-Sx4k6BTvW5r8BSz1bVj02W38K_S23f7S2FW6-5NCl23yBcqN1RfKc5wfqGpVNhxQ02C928SW5w9_3h48KqkMW5HmPgX7Lc55FW4lHxsv5y36H_W2tdWty7mYr3HW96f6LV5x2xx6W5pC31m3FSQqgVMJJfm6vfMbfW4xs_mm97yKyXW8fG33y6XDl2xW3nJNHk5w82T2W5jLMyn4Ryp1MW7Dvlvb7z40krVJ8fzv7YZh8mW1wt1bj7Pxr-Y3fm61) explains further [here](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq693lScGV1-WJV7CgWj9W3jmWR16BtHD1W373MGN2w5fZZW2FJX0z5d2k36W8ZHPBr7zQL5tW2CT07F2dFGzHW6VXVyt1ZYQ-BW1g_Cgy2pJtt2W119HN115cXjfW6GJ9ml4trw2JW8LjbQJ4TsG9bV1k9yL7jnFQ9W20hgY_6jwQ-hW5-ssnZ6Ym3DmW7Mt_Jm3_ZQ-vW5hxS-L5Q1JQbW3ZTlQ_1gllCfW3Bz7gQ48NQMZW8RV7SN30dhSdW8Vx5kD4XgX0dW4dgs1W10nX6qN4szmKC8_F__W2Nr-wN3r7Cb0W1W8KdD8wLdFfW3ypXWF2B1K6mW2ZS_Ht8VTYqTW1w1-mB2kF2JxW1h-cy81gys5wW2CKbGX8BR06x343c1). Responding rather than reacting allows you to remain calm, find the root cause of the problem, and come up with empathetic solutions. [Difficult-Conversation] If Not Now, When? Maybe the best time to have a difficult conversation is… now. "When we avoid difficult conversations, we trade short-term discomfort for long-term dysfunction," said [Peter Bromberg](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq4_3lSbtV1-WJV7CgYB3W24l36m800bLtW8b8hk83Njwh4W7N-GhM7wjsq2W7GlNvJ6SYfm6W4HlCkC8jMNqWW1ZhlgK1hFsN5W4vndTD64CDtHW430K2Q7kNsC8W1MV7Lx34vlnZW7vpHFf97nljPW3yyKc-3BMZV7W63Bqwy1jjsVhW7S4cHf132j96W8j2svX915JqYW3_3Dcl2hzFgHW71X1WH3vkfqVW2SRJBD8xczJVW5Z8YgZ1QKX90W7wtdlX87gflQW6Hbg0H8z-CMx34yl1). This applies to customer success as well. According to [Jeff Breunsbach](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7CgQXHW12Gy2Z8HVhS-W1k7V7Z4ftcPBVDMqqQ22zNY9W3c3RVY4KF-6jW8fhLXh20J4lrW3T0w5V35ktKCW3fYrHG3wR28HW7pgp5p6q4t_yN6XsvFrzdJs4W4FFx9k6HrZBsW25GYpx7WK3wMW3N6wp68rqYMGW617P-X7pLFsqW2q_ngm72PWMhW32Xw9c3j_7xTW2-t9ZY9gyc4WW3D9s4q8Ksz-vW1_RQ8q5-m1znW3ygFff4yJv2bW42sDkd7n_tyNW4Ql9m85W2XltMwwv5mFJ7L23khG1), “Done well, even bad news can be used to build customer relationships.” [Here’s how](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq4J5knJmV3Zsc37Cg-jgW7Vrsmv58PZ2hW51htZP21DmrFW2kSD-C70MJ4WVZ8HgR5mcMZxW6VpVwN6NMqMWW1Vfgfk2rJgRvN5WlS7RBf2JpN6XWMsZ3Py1MW4rZXSf33tvgKW1_R-cl8pLCqNN75tpMSxC2CvW52mf1p2QMYFjW5N3ZfZ5sv7tkW1tRcXp3D-kxPW35MSSy3NrHZ5W5zf9xK8Wz_rNW2Bg60X1s-CtJW1FtF0g4n58yLN1JV2P0CJGbDW2VD36q5R264RW34fktg21b9JNW1Fs_Vs81VVbHW6BJLTg79nMJ2W3gx18R2PNS2zV8kdQ61hJgVQW7XPwfj3Sv6KTW7WM0rx6C4JV7W8RVGhz6PDWFvW4x6zLl6YG54XW1_RrWS7xyBQhW6QhjZ23phd7sVqKRbq4VwQQDW13xl7r1-BX8gN61tmDCwRwb52-31). [Onboarding-Blockers] The Obstacle Is the Way What are the potential onboarding blockers that could get in your new customers’ way of meeting their goals? [Jeff Rosset](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7CgMfzN1DJKgMVHFDcW7GBHyt2Bcs95W8fysn16VqCV8W2P3d4Z3mY6mwW8JJBJq3mJC3kW7c38W18cdJTPW75yqJy851bzCW2_Ljk-6dk0KLW5Jxfrm74mh4dW1NMT3T3jjcxpW5N2RTz5_wxbrW7255758lJ8y2W2rqpzq5z3wl2VW99_81HC65HVfj6R_5NBMc7W1vRjDl99FkB3W3FRDyP7q88hkW8qYg_D84lZNyVsCzrj59ql6fW4Ysf2r6KMp_1W8TmJTB5zlljQW6HD43h7jz8Ts33Ty1) and his team have [added](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq6t3lScZV1-WJV7CgNbCW8PYZzq7M5Nt9N6-5Q77w_yBfW8QyNnx1p6cVyW3mXc164lhCp6W87_k1610YsSRW204k4L1BRMH5W9bcT5r5CTjrJW7cPwsy4MQMsyVR116F7s7PfSV_X3W14h60BrW66cz-r123KJ3N39WnCHNHHpWW6yBtTp3fHDDWW60Knrv17qQQXW59WBRY12CXC6W6Wr6MN5y90tZW8BXNd57C7LjwW1C_Bnv1fyYG4W8kPZRN2cs-M0MC5kLQrWjQ4VJh5b87fHMkvW6PVF2f4cNCRzW5kLQgS7wVKsDW4rKMM91WBqXLN7v_ZHJS1MW-W77kfFv12wcQ4W5_K4KK3lQ7JpW69GHLj8bBv7hW9dkql12lfwwhN5h8WCTcy4GH31Ld1) exactly this—blockers—as a slide to the deck they use during live onboarding calls. The outcome? Informed customers and huge success within the first 60 days! [SK_Newsletter_LatestGreatest-Header] [CS-for-Startups](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7Cg-RCN5ltvGVTtCVGW97BLmg1WRv_tW5tjMBJ89yPtmW7nsQfk7HfNpHW2LHtnT4wTsSVW5pn61C2rP1kmW9jtX1C95PSwrW9k49vt7DHS1dV4r5Jk3RcGDyW5S8l7B7cNv6lW581bSC3NK6ppW1Z8F1p8C3WGXN841QC8kmsx5W2yFj6m1v2VjYW3pVkmL8VGR_9W27TNM96xjpq5W8t7yc-8JG_TmW2q21Pt6cHfWwW560T9m8nkp5VVzQ7BH7zgy3wW5kxStD2d1wwZW38C2CG3MYY7K3fcj1) Decoding CS for Startups 🎬 Watch the full recording of the recent Kaffeine & Karrots conversation between [Prithwi Dasgupta](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7CgZxvW46JDfy60qvYDW26SVn24SKBrWW8NKwzX195ygSN535hvzhRGbkVwvc6N2mqf_CW6xspFm8rFggtW7vtQPv3r7ND_W6lNtdz2vm4M-VfqBtW6xBfNLW85FJS183qbGDM7KXCnjdBFVN2qnXLyn4Bs0MbqxMKBcH3TW1NG40F8JF6WsW6Yqk_v8F2sXQW2qwfR48j7XjbW8vlXv42Y4-0kW1b_rJN6h2JdcW7NXrYq96Q7yZW4dFtPd7zR-NzMth0JcYMBj6W7KPpzW5nPGS03gf31) and [Jennifer Chiang](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7CgYcWW4HScYT5yNMS7N7sV4khYD-05W5ck9qk49kQ_DVnS5ww89kY6pW7hZ4mW3MpKqYW4Y2yWW8J1TrBW6LR3rl34T24tW697vcs3b748KW7HFqwM9cKRT6V8cdRD2sl_JXV6S65g3R8rSDW4R3dkT8TQ-m8W6H_m5z14QfcTN35HxFVDfNV5W67V8Kj7C-wXGW22BzZq3-vXvbW5bKyhx3_bTjcW2-VybT1QkkwTW2kYhy_2TV-c_W4yLzC86HzZV7W2Kb1wy1__b6_N2XGVqt1rQLl37x41) deciphering Customer Success for startups. [Watch Full Recording](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq5h3lSbNV1-WJV7CgX4dW2ZW0Tm8HYttFW5dBllq250KP2W1BYD4M2bQwt1W1K9wSb1TKMGvW3nTxk34KKDHqW4WYLSN4CbrrLW7czJ8f3s6YrWW1gtCM69kSrWcW6FcFp26tx7lWW4hC7tn51vQ3rW88SB_f21XPmzW8dBJ8q8M6glVW5WHnnQ3PGfrWW1_ZyfD6k6D8KN23Jg8bzyzkqW3f0pv946ty7hW3yv7D87rdKSsW7t_YMX6VTbkWW359XWj3xYyFVW3G3mWf6QpkHDW21QQsQ7F35mJW2-ybFg7Rw6Yd3k4V1) [CS-Evolution](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq693q90JV1-WJV7CgH04W6RbW-l3MYwJ6VvNV6W1F2ZtLW1d4Dm67tjVr9W53XMfw4p333lVbMx4F3ZfcQzW7gvB2X7p4hX1W8mmbk14qT-NqW5hhk_v17dBtrV6gm7T2JfsStW55Z9Xh6n4R78W8__xk15d-ShGW1ydDqg1YhVdgW5RJFg12mt6KjW46hM_h4h14cSN7lVFd3rScFhW8mzBJh6DQD5-W6KftBs2tMLp9N3CFQq3lc1CCW2_Rnd840nQJbW966Wch14LXtkW7K4v7C4VTQY-W5VwFxx5-74y2W8df-vF6rs-FhW6gdTpf6jS0F7W3lb-w17fJfVgW5f_Htc5YsDS4W688vjj6RJN_sW1mh-wd3gmySg38NR1) Evolution of CS Where did Customer Success get its start? And more importantly, where is it going next? Check out our blog post on the astounding evolution of the CS industry. [Read the Blog Post](113/d2rn9K04/VWX7bM6JDXXNW1lpZh12l5xDjW28qdJZ4L0SbvN37Jq693q90JV1-WJV7CgFRtW6DXr1S6mQ7PmW73K1tM8CX9SYW4L1tSp812ks_W89mjMJ1S4qVdN5Mz4X6pC6brW3RjPZr1g6SvtW49vrDW2Ls7_XVT2tnj3mShJ2N5_Jp-1MFt9_N3txn5ZVzGTcVK4Myk3yrC5mVHTKk899c7ZCW5yXWhR7PhxlRN19qHSnmQmbDN6zr6WwZTxGZW647jMn57MDqJW8Jvp5L83wgnKW6RDyNr79_98cW8-5Z1427VHCqW88X-Gq7RHhLhW8N8g-G3cC3DCW7F9QfT8jzgpVW8Yk-Zy2vDHLzN1lR1GGTJflsW65zb8q90GCYJW1ZSPhL5Ct--HW86xtNK6X6rvwW5Gmt6Q1GXpZl33cT1) Need a deeper dive? Explore the SmartKarrot platform or book a demo today. 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