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.

The business world is known for its wide range of acronyms. Some cultures use more than others, but at the end of the day, you need to speak the same language as your customers.

Oggam.ai helps remember, find, track these, and while it might not know all of them, it gives you a leg up by keeping track of the key ones your customers care about.

Let me show you how I keep track of them and learn them because at the end of the day, I want speak like my customers because I care, and it’s about them. I want to help them solve their problems, and so I can explain it in their own familiar language.

📋 Job to be done Definition

Job to be Done: "Track and understand customer-specific acronyms and industry terms from conversations to ensure that communication stays aligned and relevant across all teams, making it easier for us to talk the same language as our customers."

In the real world, here’s how I do it in 1 step:

1. Use Oggam.ai’s prompt to automatically extract these acronyms and provide a basic explanation or context for them.
2. Send the glossary to HubSpot so I know what my customer’s acronyms are.

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.

Hey everyone, welcome back to the podcast! Today we're talking about Day 16, and how important it is to make sure customer voices are heard loud and clear within a company!

• We're focusing on the role of customer success teams in gathering valuable insights from customer calls and making sure those insights reach the right people in the company - like product development, support, and service teams.
• Think of it like this: customer success teams act as a bridge between what customers need and want, and the teams that can make those things happen!
• To make this happen effectively, clear communication is key!
  • One approach is to have regular meetings with product and support leads to discuss key themes, issues, and customer stories that have emerged from recent calls.
  • To prepare for these meetings, it can be helpful to use tools like Oggam.ai to analyse customer feedback and generate reports that highlight the most important insights.
  • This way, everyone comes to the meeting prepared and informed, ready to brainstorm solutions and make decisions that will benefit customers.
• Remember, the goal is to make sure that every team in the company is aligned on what matters most to customers, so that everyone's time and effort is spent on delivering real value.

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.

Day 15: Trigger Risk Notifications

Tired of reactive customer success? Day 15 explores how to proactively identify and address customer risks in real-time. This episode focuses on setting up effective trigger risk notifications using Oggam.ai, a tool that helps you stay ahead of potential issues and prevent churn.

Forget generic alerts! This episode explores crafting highly specific notifications that immediately alert you to red flags in customer conversations, such as budget concerns or dissatisfaction.

Learn to build an action plan. We'll cover creating a playbook to guide your response when a trigger is activated. This includes:

• Identifying the right point of contact for follow-up.
• Determining the best communication strategy.
• Crafting personalised emails to address the specific concern raised.

The goal: Equip you with the tools and strategies to move from reactive firefighting to proactive customer care!

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.

Today, we’re moving away from feature requests from Day 3: Feature requests into Jira and diving into something just as critical—bug reports. They’re essential to making sure our product works the way it should.

Unlike feature requests, bug reports are about things that are already in the product but not working as expected. The challenge? Getting bug reports that are actionable, clear, and solve the actual problem rather than the perceived one. Often, what a customer outlines as steps to reproduce the issue isn’t always what’s happening in reality.

Oggam.ai understands your language, and your conversation but you understand the nuances, and this becomes even more important when tracking bug reports.

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.

Waking Up the Zombies: Re-engaging Inactive Customers

Have you ever felt like you're losing touch with some of your customers? They're still paying, but they've gone quiet. They're not actively using your product or engaging with your content. They're like zombies - present but not truly alive.1 This episode explores practical strategies to re-engage these "zombie" customers and bring them back to life.

Understanding the "Why": Before jumping into action, it's crucial to understand why customers become inactive.

Are they not seeing the value in your product anymore? Have they simply forgotten about it? Have they experienced internal changes that shifted their priorities? Or has your communication become irrelevant and fallen victim to "email blindness?"

The Danger of "ME" Emails: Often, companies inadvertently push customers away with self-centred communication. Emails focused on irrelevant feature updates or generic how-tos add little value and contribute to email fatigue.

Moving Beyond Assumptions: To effectively re-engage inactive customers, you need to move beyond assumptions and truly understand their needs. This episode explores the "Job to Be Done" framework, which encourages businesses to focus on the underlying reasons why customers use their products. By understanding the job your product helps customers accomplish, you can tailor your communication to be more relevant and valuable.

This episode provides actionable tips and real-world examples to help businesses:

• Identify and segment inactive customers
• Develop targeted re-engagement campaigns
• Craft compelling messaging that resonates with customer needs
• Measure the success of your re-engagement efforts

By implementing the strategies discussed in this episode, businesses can effectively wake up their "zombie" customers, nurture stronger relationships, and unlock their full revenue potential.

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.