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October 2022 Working with & Managing Introverts
Our October CSM Office Hours focused on work with and leading introverts. Introverts can be an under-utilized segment of our teams, especially when led or surrounded by extroverts. If you can give them the space and conditions that allow them to flourish, their value and skillsets will help amplify the effectiveness of…
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August 2022 - Create an Army of Champions with High Impact Customer Communications
We had the privilege of having Marc Phillips join us at our Gain Grow Retain CSM Office Hours to discuss how creating an army of champions can positively impact your customer satisfaction Ask yourself: “Am I engaging with the right people, and have I diversified my connections?” Every CSM has that one person, that…
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July 2022 - Changing the Narrative Using Discovery Questions
This month, Jan Young joined us as we discussed how using Discovery Questions to learn the Customer “WHY” can positively impact the relationship you have. When you have customers that are non-responsive, or outright skipping your meetings, it could be that you are not meeting them where they are at, reducing the value…
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June 2022 - Customer Relationship Management
In June, Kate Neal of Staircase AI shared about the importance of identifying and understanding the different connections within your customer organization to meet need, deliver value, and ultimately retain them through relationships. Foundation Each customer org should have multiple relationships across a range of roles…
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May 2022 Office Hours - Difficult Customer Conversations
In our May Office Hours for CSMs we were joined by Anita Toth who walked us through some structure to help us set up for success when preparing for a difficult customer conversation. Anita shared her Intro Statement framework that she uses to help herself and others prepare. These types of customer conversations can be…