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I’m happy to announce the next step of my partnership with Ask-Ai 🎉 Your purpose as a CSM is to help your customers solve their problems and accomplish their goals. But that does not mean you do it for them. Your job is to provide the education and training to enable them to do it themselves. Giving your customers all the answers they need is not an easy task. Your content and information are spread across dozens of different tools. How can you leverage it all? Ask-AI has built an AI sidekick to source knowledge from over 100 systems, including Google Workspace, Slack, and Salesforce. Context-based and in real-time. I'm happy to announce that as of today, you can find their free Enterprise AI guide in my shop. Download it here and learn how to leverage your knowledge with AI 👇 https://lnkd.in/dGcVWQWD

Are you a nice or a good CSM? Why not both, you may ask. To some extent, it’s true, if you are difficult to work with, you won’t become a good CSM. But despite having the best intentions, being too nice leads to bad habits you are paying for dearly. A CSM who is too nice ⛔️ Tells Customers what they want to hear because they don’t want to step on anyone’s toes ⛔️ Serves as a single point of communication to become the go-to person for everything ⛔️ Solves customer support tickets themselves despite being less qualified ⛔️ Does the work for the customer to reduce their effort and make them happy ⛔️ Spends resources on fixing bad-fit customers because they want to save everyone A good CSM, on the other hand ✅ Tells customers what they need to hear to become successful ✅ Sets clear boundaries and educates customers about the right people for different ✅ Focuses on their core competencies in customer training, education, and advisory services ✅ Enables customers to do the work on their own through transferring knowledge and building skills ✅ Spends resources on making the biggest impact because they are working for a company that is in the business to make money In short, CSMs who are too nice are yes-sayers and people-pleasers. They are flying under the radar and coming last regarding recognition, career, and compensation. Good CSMs are driven by creating results. They build healthy relationships with their customers and within their company. They are not taken advantage of and get what they deserve. Be brutally honest and ask yourself what kind of CSM you are. PS: Join 9.6k+ CS professionals and sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP