GGR Podcast - Our CSMs Are Really Change Management Experts

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 285 Gain Grow Retain Staff
5 Likes First Anniversary 5 Insightfuls Photogenic
edited April 2023 in GGR Cafe

Are your CSMs prepared to step away from a reactive relationship with your customers into one that helps drive strategy and becomes a true partnership?

This week, Garrett Morris and Michael Click from Abrigo talk with Jeff about how they are moving the needle.

  • As a leader, how are you making sure that CSMs are keeping the focus on outcomes, not just in conversations but in real action that can be tracked and analyzed for trends?
  • Are your CSMs helping your customers develop a vision for how the product will impact their goals?
  • How do you help your CSMs ask questions about the customer tech stack to identify how your product aligns, complements, and fits?
  • Is your team data-driven in their customer conversations?
  • Are you working to develop an advocate from any super-users?
  • Share information gained from one customer with customers in similar personas and celebrate the milestones

Listen Here

How are you using your CSMs in change management with your customers?

Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.