How To Handle SEVERE TECHNICAL ISSUES

CSM Practice - The Customer Success Podcast

In this podcast episode, Sean Ruane, the CEO and Founder of Mind Data, discusses the importance of handling technical issues in a timely and effective manner to maintain a positive relationship with customers. He provides valuable insights for customer success managers (CSMs) on how to handle such issues.
This episode covers the following topics:
Code Red Situations - unexpected or technical issues that can cause service failures and impact customer success.
Advice to Companies Facing Technical Issues - CSMs must keep customers informed about the situation and provide insights into the resolution progress.
Internal Collaboration - CSMs should work with product and engineering teams to understand the technical issue and communicate the current efforts being invested to solve the problem.
Handling Delays in Solving Technical Issues - CSMs should remain honest with customers, provide timely updates, and invite cross-functional team members or senior officers to calls with affected customers to demonstrate the company's commitment to resolving the issue.
Developing a Resolution - CSMs should communicate with customers about the progress at each stage of the resolution process.
After a Solution Deployment - CSMs should perform a debrief with customers and prepare a report on the technical issue after finding a solution.
Tune in to this podcast episode to learn more about how to handle technical issues and maintain a positive relationship with customers.
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Additional Resources:
⏬ Infographic: Handling Code Red Customer Situations
https://bit.ly/49XP2ST
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3bcL4wY
🎥 Video: Top 10 CSM Skills Hiring Managers Look For
https://bit.ly/3bjlciZ
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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Kapitel

1. Intro (00:00:00)

2. Product or Engineering Team (00:04:10)

3. Setup an agreement with the team to get timely updates (00:04:26)

4. How can you limit the damage? (00:04:51)

5. The length of the update should match the length of the resolution (00:08:30)