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10-Minute Trumpet - Over-indexed on having named CSMs
Gain Grow Retain
The Overvalued Role of Named CSMs and the Need for Scalable Customer Success Programs
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This chapter explores the role of Customer Success Managers (CSMs) and the negative consequences of the overvalued emphasis on having a named CSM, such as unrealistic customer expectations and excessive pressure on CSMs. The hosts suggest shifting towards scalable customer success programs that provide value without the constant presence of a CSM.
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highlights
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