3 levers of customer growth (with Dan Steinman, Chief Evangelist at Gainsight)
The Revenue Formula
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The Dynamics Between CSMs and Account Managers in Handling Commercial Aspects
The chapter discusses the responsibility and division between customer success managers (CSMs) and account managers in handling commercial aspects of existing customers. It highlights the need to ensure customers are using the product and facilitate upsells, and emphasizes the importance of CSMs being sales-savvy and actively seeking opportunities to sell more to customers.
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