Customer good results supervisors (CSMs) are consistently challenged to provide an remarkable purchaser expertise. On the other hand, the modern day client is building it difficult for them to continue to be competitive. CSMs have to therefore find impressive methods to streamline and optimize procedures, though participating them in a number of channels. One resource that can enable nurture potent buyer associations and foster mutual have faith in is video clip. With videos, CSMs can aid push price, foster mutual rely on, and generate a personalised connection with buyers.

Let us dive further to come across solutions to the why and how.

3 Vital Difficulties Faced By CSMs These days And It is Resolution

Most CSMs usually facial area a vary of tough and hard instances when running shopper accounts. Guaranteed, these are prospects who have by now been onboarded and are paying for the provider, but struggles are continue to inevitable. In this article are a couple of them:

  1. An raise in ‘ghosting’ incidents – Just one of the biggest challenges CSMs deal with is booking conferences with prospects in their accounts. Various emails, cellular phone calls, and voicemails are despatched out in hopes of reaching the proper person, but in many cases there’s no reaction.
  1. Issue in showcasing value & building trust – Most CSMs fail to connect with their prospects in a significant way, mostly because their interactions are constrained to quick “check-ins.” These quick, surface area-stage discussions deficiency the depth and purpose needed to make belief and rapport among the two parties. As these types of, expecting to set up have confidence in and nurture a romantic relationship all through a small (30–60 minute) quarterly business evaluation is quite formidable.
  1. Prolonged onboarding method – As a CSM running various accounts, it’s crucial to get new buyers up and operating swiftly in purchase for them to be successful. Live onboarding can make an effect, but it’s not enough. Right after the preliminary session, there will continue to be concerns that occur, and the help documents aren’t generally heading to supply the responses they want. Composing out prolonged e-mail with assistance and screenshots may possibly take up as well significantly time, only for them to get disregarded or their suggestions to be improperly understood by the buyer.

Answer to CSM Worries Is Videos

The CSM globe is ripe for an evolution. One tactic that is attaining traction is to undertake videos as component of the approach. As we have witnessed with profits and internet marketing groups, when video clips are made use of, it can generate efficiency. Not only can it make communication a lot more productive, but it can also enable generate far better engagement among all stakeholders.

In a Hubspot examine, the effects demonstrate that persons want to see far more video clip content material (53%) than e-mails (23%)

Source: Hubspot

Why are movies far more helpful? Videos create a perception of have faith in and believability that words and phrases by itself can hardly ever reach. When you show your confront on camera and make gestures, it conveys a stage of authenticity contrary to other advertising and marketing ways. With sound and text put together, viewers are in a position to recognize the product’s benefits swiftly and very easily. 

3 Most effective Approaches CSMs Can Engage Customers With Films

Video is the quickest way to counteract these CSM issues and give prospects with personalised, strategic assistance. It also emphasizes the value of currently being a partner instead than just a seller. Right here are four ways to use movies in your CSM part that can help you achieve this promptly and correctly: 

1. Re-interact unresponsive customers 

Are you battling to get an unresponsive customer back on board? Deliver a rapid video clip Inmail by means of LinkedIn to present them how eager you are to assistance and address their desires. Exhibiting your deal with in the concept will make it far more own, allowing the buyer know that they can rely on you and that you definitely want to fix their issues. 

Hello [first name],

It’s been a while since we chatted! I’d enjoy to listen to how items are going on at your finish. Also, is there everything I can do to make your expertise improved?

CSMs video when customer is not responsive
Observe Online video

Our idea: Start off your movie by introducing yourself. Then crack a joke about how prolonged you have been trying to reach out. Stop it with a poll this permits prospects to connect with you or let you know if they’d want to be left alone. This way, you will leave the doorway open up for them without having coming off as pushy.

2. Create belief with a worth-driven frame of mind

Don’t underestimate the power of common connections with your prospects. Keeping them knowledgeable about their development with your product or service, as properly as any new aspect launches, can be a fantastic way to make rely on and maintain an open line of communication. It is also a wonderful way to display prospects how a lot you worth them and recognize their requirements. 

Here’s yet another video clip to showcase how you can send out them a aspect update announcement. Give them information on what’s incorporated in the new update, how it will gain people who use it, or any other facts that might be related. 

CSMs video on new feature release
Look at Online video

3. Curate a individualized onboarding practical experience

As a substitute of relying on a generic, just one-measurement-matches-all tactic to onboarding, create a online video hub to help your consumers navigate their agony points with individualized strategic tips. This movie hub would be an structured and consumer-pleasant repository of video clips linked to just about every customer’s requires. By owning video clips commonly offered, your team can conserve time although sending response to prevalent inquiries. The included profit of this source is that it enables your group to give advice and present options speedier than ever in advance of.

Now that we’ve outlined the potential for achievement with movies in client achievement management, let us dive into a scenario analyze to illustrate the positive impression video can have on account management teams. 1 of our buyers noticed certainly impressive outcomes just after introducing video clip instruments into their functions.

UK’s Airline Guides 2.5x Extra Conferences With Video clips

Movies are an exceptionally useful instrument for enterprises, and their impact on achievement can be exceptional. For instance, the UK’s second biggest airline was going through troubles that was difficult for them to clear up. Below is a temporary forget about:

Worries they confronted: Very low engagement and response fees as buyers weren’t exhibiting up for update calls or to explore new delivers. Moreover, their interior communications weren’t performing optimally possibly.

How Hippo Movie served clear up it: To address these complications, the airline made a decision to mail personalized video messages to their B2B companions. The method worked remarkably effectively – the amount of bookings greater by 48% and response charges rose by 12%. It was noticed that previously disengaged prospects all of a sudden commenced using desire in the videos they gained. In addition to this, the airline additional strengthened their approach by incorporating participating CTAs to their movies. This led to a remarkable improvement in booked conferences, elevating from 28% just before applying videos to 70% afterwards

Facts from email strategies featuring movies disclosed an open fee of 61.3%, which is appreciably larger than with no video articles. Movie e-mail have been particularly effective at landing new accounts, growing current relationships and cross-offering or up-providing services to new companions. The use of video clips produced it substantially simpler to display characteristics or current workable methods that may possibly have been tricky or unattainable to convey with phrases on your own. 

A case study on how CSMs from UK's second largest airline doubled customer engagement and reduced no-shows.
See our situation research right here

Commonly Asked Inquiries (FAQ) On Movie for CSMs

  1. Does my CSM crew have to file films for each customer outreach?

For enterprises that rely on purchaser achievement, Hippo Video is an invaluable asset for escalating crew efficiency. With pre-designed movie templates, users can develop individualized intros and outros. They can also speedily sync it with a merchandise or tutorial movie prior to sending it to their focus on viewers. This gets rid of the require for composing email messages and generating phone phone calls, preserving time and electrical power in the procedure.

  1. Can I record videos directly from LinkedIn?

Sure, you can. With Hippo Movie built-in with LinkedIn, all you have to do is download our Chrome extension and you can document films immediately within just LinkedIn.


A effective consumer achievement supervisor (CSM) should really always be proactive and empowered to drive shopper pleasure. This implies not only acquiring solid relationships with prospects but also providing an exceptional encounter that leaves a lasting perception. By creating films, CSMs can break as a result of conventional obstacles and flip buyers into extensive-time period advocates of the manufacturer. It is important to take note that building movies also saves time, so why not leverage its quite a few gains?


Resource connection