Articles by Kia Puhm
Don't Be Friends With Your CustomersCustomer success managers should focus on keeping customers accountable to achieving their goals, rather than just pleasing them. By becoming too friendly, CSMs may start saying yes to every customer request and lose sight of the overall adoption plan. However, autonomously granting requests could distract customers from their objectives. Instead, CSMs must manage customers prescriptively and ensure they stay on track to succeed by understanding requests but steering customers back to the plan when needed. Pleasing customers does not lead to business results if their goals are not met; true success comes from accountability and driving customers to achieve what they set out to accomplish.