CSMs shouldn't be experts in this (stop!)
This week's episode of Impact Weekly, titled "What CSMs Should be Experts In (and what they Shouldn't)" just dropped.
If you're a CSM and you think you need to know everything there is to know about your customers' unique businesses... stop. You're setting yourself up for failure.
If you're a Head of CS and have CSMs that think that... stop them. You're setting your CSMs up for failure.
CSMs can't - and shouldn't try to - be experts in their customers' businesses.
BUT... there is something that CSMs can and should be experts in.
And Johan and I tell you exactly what that is in this week's episode of Impact Weekly,
Oooh... big tease. Just listen... it'll totally be worth your time.
Have a great weekend!
~ Lincoln
BTW: If you're looking to build a Social Proof machine to consistently generate real advocates at scale, join our 2-week online intensive Advocacy training program that starts 27 November, 2023.
Learn more about the program and sign-up here.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
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