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The podcast discusses the negative consequences of overvaluing named CSMs, such as unrealistic expectations and excessive pressure. They suggest focusing on scalable customer success programs. They also highlight the importance of prioritizing resources based on the Pareto principle and building strategic relationships with key accounts.
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Quick takeaways
- Having a named CSM for every customer leads to high costs, lower impact, and a mistaken belief in their ability to solve all problems.
- Focusing on scaling customer success programs and utilizing self-service options can provide more value than relying solely on dedicated CSMs for every account.
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Overvaluing named CSMs and the pressure it creates
The podcast episode discusses the issue of overvaluing named Customer Success Managers (CSMs) and the unintended consequences it brings. The speaker points out that customers have come to expect a named CSM during the sales process, leading to the misconception that having a named CSM means receiving special treatment. However, this approach has backfired as CSMs become a catch-all for every customer need, which is unsustainable. To address this, the speaker suggests reevaluating the practice of assigning a CSM to every account and instead focusing on scaling customer success programs that provide value to customers. The emphasis is on developing valuable customer programs and optimizing CSM time on the right accounts.
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