Strategies for Effective CSM Implementation and the Importance of Grit in Customer Success and Sales

Quarterly business reviews are critical moments for feedback, upsell, and relationship building with your customer. Nick Mehta, CEO of customer success platform Gainsight, has the proven playbook to ensure your business reviews wow your customers and impact the bottom line.

In this episode, Nick shares his step-by-step advice on getting executives in the room, how to kick off an effective meeting, and how to use tools like chat to effectively engage and smoothly run a meeting that will keep even the high-expectation executives happy.

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KEY TAKEAWAYS

[03:54] - Wait…should QBRs be EBRs?

[11:21] - Nick’s tips for 30 minutes with an executive

[20:59] - How to teach and hold your CSMs accountable