Your customer cannot recognize value; they do not have the skills to see it. That is customer maturity, and it decides whether the results you deliver are verified or quietly missed. Five indicators, a three-level scale for rating any account, and one warning: maturity is a diagnosis, not an alibi. And it is a parallel dimension of client engagement

Christopher Voss maps three negotiator types. Most CSMs are built for two of them- the Analyst and the Accommodator. The Assertive throws us off, until you find what they're actually negotiating for.