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17min chapter
Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)
Unchurned - The No. 1 podcast for Customer Success
Navigating Customer Success Dynamics
This chapter explores the evolving landscape of customer success management, emphasizing the balance between customer guidance and autonomy. It discusses the significance of efficient resource navigation, automation strategies, and proactive engagement to minimize churn. The conversation highlights the shifting skill sets required for CSMs in the fast-paced world of customer engagement, stressing the importance of leveraging data and continuous education to adapt.
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