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.