Relationships are built with intention. This week we sat down with Ryan Schwartz and Kyle Hardaway from Terminus to discuss customer success.   There are several strategies these gentlemen use to humanize communication and ensure customer success, one of which is the use of video.  According to Kyle and Ryan, Video humanizes communication by allowing us to read body language and put a face to our communication. It breaks down physical barriers and allows us to get to know clients It is less formal, making way for people to be more authentic It allows for us to be “an extension of their team” It shows customers that you are committed to giving them your full attention According to Ryan, “SDR is the short game and customer success is the long game.”  It takes time and intentionality to build and sustain those relationships. But once those relationships are in place, prospective clients are more likely to listen.  Listening gives folks the tools to have success. Success means you up-serve and retain more clients.   Finally, customer success takes a willingness to continue to show up in new and different ways.  How do I stand out as not just another vendor but someone that is proactive in their approach? Makes clients feel like people not numbers?  Always keeps others guessing? Differentiate yourself. Be human.   P.S. If you're interested in going to the 2018 #FlipMyFunnel Conference in Boston, use the promo code: ONETEAM to get discounts on your tickets.  Link to check out the conference and tickets and all that jazz: https://flipmyfunnel.com/2018-flipmyfunnel-conference/