Two-Brain Radio: Incredible Client Success with Eden Watson
In this episode of Two-Brain Radio, Two-Brain founder Chris Cooper speaks with Two-Brain client success manager Eden Watson—aka "the right brain of Two-Brain."
As client success manager for Two-Brain Business, Eden is responsible for maintaining Two-Brain client relationships and increasing client LEG, or length of engagement, and in this podcast, she explains exactly why gym owners need someone in that role and how to get started with a CSM.
She breaks down some of the intrinsic characteristics necessary of a good CSM—empathy, tech-savviness and attention to detail—and illustrates how the role might evolve from simply managing Bright Spot Friday posts a couple hours a week to a full-time role overseeing the client journey and tracking and increasing LEG.
Links:
https://www.sendoutcards.com/app
http://affiliateguard.info/
https://www.amazon.com/Founder-Farmer-Tinker-Thief-Entrepreneurs-ebook/dp/B07QH85HSX
https://www.uplaunch.com
Contact:
eden@twobrainbusiness.com
Timeline:
3:55 – What is a client success manager (CSM)?
6:57 – What does a CSM do?
8:14 – Characteristics of a great CSM.
11:34 – The evolution of the CSM role.
16:00 – Why do you need a CSM? Why not just do it yourself?
23:17 – The tools you’ll need to empower your CSM.
30:01 – Steps you can take today to increase client length of engagement.