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10-Minute Trumpet - Over-indexed on having named CSMs

Gain Grow Retain

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The Overvalued Role of Named CSMs and the Need for Scalable Customer Success Programs

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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