We Need Our CSMs to Become More ”Strategic”

Gain Grow Retain

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1y ago 7:16

MP3•Thuis aflevering

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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