The best CSMs act like consultants.

What do consultants do?

- clarify business outcomes
- facilitate conversation
- simplify complexity
- identify root cause
- learn the domain
- solve problems

They spend time on the important, and delve deep enough into urgent matters to understand context and solve problems.

But then they always come back to the important.

Tell me about the most important discussion you had with a customer last week?

Mine’s below 👇

*****

I spent an hour with a customer discussing their strategy and goals for 2022. Then we talked about how we launched Gain Grow Retain and the programs we’ve built to provide ongoing value to our members. We talked about how to make our members the heroes of the community.

It was one of the most fun conversation I had all week.

How about you?

*****

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Jay Nathan on LinkedIn: #customersuccess | 43 comments
The best CSMs act like consultants. What do consultants do? - clarify business outcomes- facilitate conversation- simplify complexity- identify root... 43 comments on LinkedIn