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The Importance of Defining the CSM Role in Your Org
Gain Grow Retain
CSM - The Last Line of Defence
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If you don't have a well formed, lets just call it support escallation programme, then it's going to fall onto the c s m. That's a really wide definition nis is right. And i thinkt that therein lies sort of the the challenge. So let's assume for a minute that this thing called custer success was never invented. Who then would it be that would define and lead us to a solution to that problem? Problem would exist yet either way. There just wouldn't be a stop gap yet in thec s m team.
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