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
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
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