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We Need Our CSMs to Become More ”Strategic”
We need our CSM's to become more "strategic".
(What that really means, no one will ever know)
BUT, here's an easy way to *start*...
Coaching your CSMs to get better at asking open-ended questions AND listening.
Open-ended questions often begin with words such as "Why" and "How."
Or they can use phrases such as "Tell me about..."
💩 Did you accomplish your goals in Q1 2020?
➡️ Tell me more about your goals from Q1 2020...
💩 Has your business been affected by the recent recession concerns?
➡️ What adjustments have been made to your business due to the recent recession concerns?
💩 Do you have an executive sponsor for this project?
➡️ How are you engaging with your leadership team around this project?
This is a small change.
But you need to start small and build momentum.
What other open-ended questions should we be asking our customers?
-----
Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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By Gain Grow Retain
5
8787 ratings
We need our CSM's to become more "strategic".
(What that really means, no one will ever know)
BUT, here's an easy way to *start*...
Coaching your CSMs to get better at asking open-ended questions AND listening.
Open-ended questions often begin with words such as "Why" and "How."
Or they can use phrases such as "Tell me about..."
💩 Did you accomplish your goals in Q1 2020?
➡️ Tell me more about your goals from Q1 2020...
💩 Has your business been affected by the recent recession concerns?
➡️ What adjustments have been made to your business due to the recent recession concerns?
💩 Do you have an executive sponsor for this project?
➡️ How are you engaging with your leadership team around this project?
This is a small change.
But you need to start small and build momentum.
What other open-ended questions should we be asking our customers?
-----
Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.