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ON TODAY'S EPISODE:
This week on Impact Weekly, Johan and Lincoln tackle the critical traps that Customer Success Managers (CSMs) often fall into. With insights and practical advice, they delve into the first two of the top five traps, offering strategies not just for avoiding these pitfalls but for transforming them into opportunities for growth and success.

THIS WEEK'S QUESTION:

"What are the biggest traps you can fall into as a CSM, and how do you get out?"

TOPICS BEING ADDRESSED:

• Firefighting Mode: The cycle of constantly dealing with churned customers, which prevents CSMs from engaging in proactive, high-value activities.
• Lack of Confidence: How a CSM's lack of confidence can impact customer relationships and the importance of building objective confidence for meaningful engagements.

QUOTES:

1. Johan: "Firefighting mode is a vicious cycle where you miss out on doing proactive work." (04:24)
2. Lincoln: "Sharpening the saw is crucial; we can't just keep spinning our wheels without moving forward." (05:37)
3. Lincoln: "A lack of confidence can lead to people-pleasing, which traps you in ineffective cycles." (14:02)
4. Johan: "Objective confidence is a game changer, empowering CSMs to engage with senior stakeholders effectively." (17:15)
5. Lincoln: "Focusing on high-percentage activities moves you away from firefighting mode and sets customers up for expansion." (11:43)

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