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Mark Stoddard and Dave Blake of ClientSuccess discuss the impact of COVID on customer engagement, offering practical tips. They also answer audience questions on adapting to changes in uncertain times, making this a relevant listen for customer success leaders.
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Quick takeaways
- Focus on personal customer engagement to maintain relationships during crises.
- Consider adjusting CSM comp plans and offering additional services for customer empowerment.
Deep dives
Implementing MBOs for CSMs
Considering setting up MBOs for CSMs, focusing on 100% customer base coverage, tracking interactions, engaging personally with customers, and postponing sales initiatives for a stronger future.
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highlights
Listen to the best highlights from the podcasts you love and dive into the full episode