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