This free AI prompt today is like a cheat code, and the reason why I’m putting this in front of customer success teams is because you hold the magic key — you have the ear of your customers and their trust. You also understand what they want. You aren’t going to be “selling” today, you’re matching capabilities with needs they expressed.

When we help our customers, one of the best ways to grow is by showing them new features that can fix their problems. But it’s not about telling them about new stuff just because it’s new. It’s about finding the features that actually help them and make things easier for them.

A few weeks ago, on day 8 Day 8: Flagging upsell opportunities, we looked at flagging upsell opportunities. Today is more or less the same, but we’re doing it over the whole book business instead of a single call.

Here’s how I found $50k in about 2 minutes using Oggam.ai’s new AI expansion agent feature.

📋 Job to be done Definition

Job to be Done for Expansion Automation: "When I’m looking to grow my book of business, I need a system that can match the customer with newly released features that directly meet their current needs based on what they said, so I can expand our relationship while solving real problems for them, rather than pushing irrelevant updates."

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.

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.

Turning happy customers into advocates is one of the best ways to grow. Today, we focus on spotting customers who are excited about what we do. When they’re happy and engaged, we ask them to refer us to others.

This helps us grow while keeping strong relationships with our current customers. In today’s demo, we’ll see how CSMs can find these advocates and follow up with a simple referral request.

When customers are happy, it’s the perfect time to ask for a referral. It’s a way to grow without pushing sales too hard or breaking their trust.

I spend a lot of time figuring out how to sell while keeping that trust, and this is one of those ways.

📋 Job to be done Definition

Job to be Done to find advocates: "When customers are happy and engaged after calls, trigger a referral request so they can recommend new clients, helping grow the business through satisfied customer relationships."

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.