GGR Podcast - Our CSMs Are Really Change Management Experts

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 344 Gain Grow Retain Staff
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edited April 2023 in GGR Cafe


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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?

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