CSMs are shouldering the burden of customers one by one. And they are burning out. …
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Introduce a CSM after implementation and customers might assume they are technical support. Here’s another …
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The best leaders know that information gets watered down as it travels upward. So they …
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It is entirely possible that a company filled with customer-centric people doesn’t feel customer-centric to …
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Is customer success part of sales or support? Neither.. CSMs have to build relationships, identify …
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One of the most customer-centric people in our company is Lisa Gilley. Her role? General …
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Customer success isn’t about reducing churn. It’s about preventing it from ever becoming a problem …
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Three sales practices that hurt customer success and net revenue retention: 1. Backing up the …