Introduce a CSM after implementation and customers might assume they are technical support.

Here’s another approach:

Let sales make the introduction of the CSM as “Your relationship manager and someone inside [the company] who will help you get the most value from our products, resources, and community.”

Small tweaks in the customer journey can make a big difference.

And position everyone for success.

Who introduces your CSMs to customers and how do they do it?

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