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We Need Our CSMs to Become More ”Strategic”
Manage episode 356164130 series 3260463
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.
296 episode
Manage episode 356164130 series 3260463
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.
296 episode
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