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CSM Practice - The Customer Success Podcast
How to Become a Value-Driven CSM
Aug 31, 2024
Ifat Lev, a Customer Success Management (CSM) expert with over 25 years in advanced tech, shares invaluable insights on becoming a top-tier CSM. She discusses defining measurable success criteria to improve outcomes and aligning business objectives with customer goals. Ifat emphasizes the importance of structured value-driven frameworks, enhancing customer conversations to focus on business outcomes, and preparing for client meetings with tailored success plans. Her expertise offers practical strategies for delivering exceptional customer value.
34:11
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Quick takeaways
- A structured conversation framework enables CSMs to translate high-level client objectives into measurable success criteria effectively.
- Ongoing training and simulations equip CSMs with necessary skills to engage in value-driven discussions, enhancing customer relationships and success.
Deep dives
Understanding Value-Driven Customer Success Management
A value-driven customer success manager (CSM) is essential in aligning the CSM's actions with the client's business objectives and KPIs. This approach focuses on understanding what success means for the customer, which can encompass various goals such as revenue growth, cost reduction, or improving customer experience. Implementing a structured conversation framework helps translate these high-level objectives into measurable success criteria. By prioritizing the customer's needs and actively engaging in discussions about their business goals, CSMs can ensure that their efforts lead to tangible value and alignment.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode