This is beautiful, bold and spot on for Customer Success. All the tools in the world cannot teach this level of Customer Relationship Management. And sometimes, trust is broken via cross-functional teams and we CSMs still have to rebuild it for success.
Thank you Elle! And you're absolutely right—so much of CS is about repairing what others unintentionally break. Tools can help track trust, but only people can rebuild it. The best CSMs know how to lead even when the room is broken.
This is beautiful, bold and spot on for Customer Success. All the tools in the world cannot teach this level of Customer Relationship Management. And sometimes, trust is broken via cross-functional teams and we CSMs still have to rebuild it for success.
Thank you Elle! And you're absolutely right—so much of CS is about repairing what others unintentionally break. Tools can help track trust, but only people can rebuild it. The best CSMs know how to lead even when the room is broken.