We Need Our CSMs to Become More ”Strategic”

Gain Grow Retain

We need our CSM's to become more "strategic".
(What that really means, no one will ever know)
BUT, here's an easy way to *start*...
Coaching your CSMs to get better at asking open-ended questions AND listening.
Open-ended questions often begin with words such as "Why" and "How."
Or they can use phrases such as "Tell me about..."
💩 Did you accomplish your goals in Q1 2020?
➡️ Tell me more about your goals from Q1 2020...
💩 Has your business been affected by the recent recession concerns?
➡️ What adjustments have been made to your business due to the recent recession concerns?
💩 Do you have an executive sponsor for this project?
➡️ How are you engaging with your leadership team around this project?
This is a small change.
But you need to start small and build momentum.
What other open-ended questions should we be asking our customers?

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