Curious - do you survey your CS team? For what purpose? How often?
Backstory: I was approached by a CS director about working with their team on having more strategic customer convos. During the back and forth, he asked me some really tangible questions about how my program will help their team overcome challenges in this area, including:
- My customers don't want to discuss strategy
- I'm not sure who to speak with
- Trouble getting to the right stakeholder
- I don't get quality responses
- What do I do with this information once I have it
- Lack of ownership from my customers
When I asked (being a curious soul and professional question-asker) where those challenges came from, he said they had surveyed CSMs on this specific topic:
The intent of the Strategic Conversation Challenge Survey is to understand the top challenges CSMs have engaging their customers in strategic conversations so that we know where to focus our effort to remove them and empower the team.
I don't know how common it is to use CSM surveys to identify granular challenges like this, but I love it. Do you and your teams use surveys this way?
BTW, if you're curious about the results, see the attachment.
I have to say, I love the fact that 0% said they don't see the value or don't need help in this area!
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