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Modern CSM
Helping CSMs create a new mindset focused on driving customers outcome by influencing customer behaviors.
I’ve had remarkable expansion growth in accounts. Because, I found that what genuinely excited my customers is when we agreed on specific results—results that are defined, measured and monitored bi-weekly, monthly, quarterly – And to my astonishment, it wasn’t about the actual outcome.
The outcome might have shown there was no progress and the customer was behind in their success plan or journey. It was about the concrete measurement, the metric tied to the outcome itself that captured the customer's enthusiasm.
Understanding these measurements is pivotal.
Once we, as SaaS vendors, grasp what it takes to get a customer to consistently achieve their desired results, every interaction becomes meaningful, and every action can be directly tied to a measurement.
-- Mike Ferry, Modern CSM & Your host!