CSMs can leverage their multi-disciplined transferable skills and pivot to new domains. Pre-sales and marketing are new doors to be unlocked

Mastering your decision-making process is a great skill set to improve on your way to becoming an outstanding professional.

You probably heard about “learning to say no diplomatically,” Now, it's time to learn the art of saying yes gradually.

One Page Strategy can align management, colleagues, and teams. It helps communicate objectives clearly and keeps everyone focused.

Mastering difficult discussions is a worthy challenge for CSM. It improves one's negotiation and leadership skills in unfavorable situations

Customer Success projects will be scrutinized in 2024, and CS Leaders should be able to justify their plans and budgets.

Applying a customer Success mindset to internal teams in the organization

Soft skills are a great asset but are used differently when engaging customers and friends in our professional and private lives.

Listening-> Respecting-> Being compassionate -> Being responsive. This is “proactive empathy” in action.

Player-Coach model. Is this a successful model? To what extent is this the reality of customer success leaders?

How CSMs know that they are on the right path? What are the positive indications (“wins”) to look for? 

Customers may not act professionally. However, CSMs are capable of identifying these circumstances and diligently resolving them.

Customer management is a "Never Ending Story."  Optimistically speaking, it will not end as customers and vendors live happily ever after. 

A successful CSM is also a good storyteller. It is an essential part of building trust with customers. Read more about the five-story types

Are we constantly feeling a “𝒇𝒆𝒂𝒓 𝒐𝒇 𝒎𝒊𝒔𝒔𝒊𝒏𝒈 𝒐𝒖𝒕?” while chasing a “finish line” that doesn’t get closer? 

The product team can lead specific customer engagements and promote successful customer outcomes not instead of CS but in full collaboration

If only we could predict stakeholder change in advance. Read more about the predictive signs and your playbook to manage this situation

Read my framework, which simplifies the recruiting process and helps CS leaders develop multiple team competencies.

A permanent beta approach driven by customer feedback should allow organizations to develop and test new capabilities quickly.

An internal kick-is the perfect opportunity for the CS team to align with the company strategy, team's objectives, and plans for coming year