If you don’t know your customers’ goals by the end of January, that’s a you problem.
Let me explain.
As a Customer Success Manager (CSM), January was always my golden ticket to align with my customers. Everyone is in “fresh start” mode, and there’s no better time to dive into priorities, goals, and how to achieve them together.
But here’s the real question:
If I opened your customer notes right now, would I see documented goals for every single customer?
Would I see exactly how they define value?
If the answer is no, don’t panic—but it’s time to step up. January is your window of opportunity to set the stage for success.
And if you’re thinking, “How am I supposed to do this with my massive book of business?” I’ve got you covered with a scalable, effective strategy.
The Scalable Strategy to Get Customer Goals on Lock
1. Record a Video (Yes, Even if You Hate Being on Camera)
Grab Loom or your phone—fancy tools not required. Record a quick video wishing your customers a Happy New Year and let them know you’re here to support their business goals in 2025.
Keep it casual but intentional. Wrap up the video with a clear call to action (CTA): “Take 2 minutes to share your 2025 goals using this quick form!”
No meeting request needed. (Because let’s be real: nobody wants another meeting.)
2. Create a Simple, Focused Form
Build a survey that’s easy to complete. Use dropdowns, picklists, or examples tailored to your product’s value. This helps your customers quickly identify their priorities and think, “Oh yeah, THAT’S what we need to focus on.”
3. Distribute in Bulk
Send your video and form link to all your key contacts. Use your Customer Success Platform (CSP), CRM, or even plain email—the delivery method doesn’t matter as long as you send it.
4. Track, Follow Up, and Repeat
Whether you use a spreadsheet, CRM, or sticky notes on your desk, track the responses. Follow up with customers who haven’t responded. Persistence pays off.
5. Turn Insights into Action
Take the goals your customers submit and integrate them into your next call. Dive deeper with thoughtful questions, validate their objectives, and show them how your product is the key to achieving their goals.
No Massive Book? No Excuses
If your customer list is smaller, make goal alignment a top agenda item for your next call. It’s just as important—and easier—to ensure you’re aligned when you have fewer customers to manage.
Why January Is Key
January is the perfect time for this exercise. Everyone’s priorities are fresh, and they’re eager to set the tone for the year. If you don’t have your customers’ goals documented and aligned by February, that’s on you.
Don’t leave this opportunity on the table. Lean in, get it done, and set your customers (and your metrics) up for success.
Your customers will thank you. Your metrics will thank you.
And most importantly, you’ll thank yourself for taking action.
Comments