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Focus on Your Customer
Gain Grow Retain
The Importance of Asking Questions About Your Customer
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I have talked a lot recently about this concept of three levels that a CSM needs to be good at. One is product, which I think is where everyone focuses. The next level up is business, which is do I understand how my customer makes money? That's at the core, the question that I want somebody to be able to answer. And then there are other things like what are their strategic priorities and stuff that flows out. But if I can kind of answer that fundamental question, I can position myself a lot differently having known that.
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