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The past few months have been ripe with changes, and not just for CSMs. Virtually every single industry and role has been impacted by the COVID-19 crisis and, as the weeks turn to months and short-term solutions turn into long-term strategies, companies of all shapes and sizes are starting to fall into a new routine.
For many CSMs, adjusting to the ‘new normal’ requires double the processes. First, CSMs must adjust to new internal processes, workflows, and changes happening within their own organizations and departments. In addition, they must also work to adapt and navigate the changes happening with their customer contacts, departments, and accounts.
If you’re a CSM working directly with customers who are trying to navigate the new normal while still relying on their vendor resources, here are some tips for you to be a better partner:
As customer success teams and customers alike start to realize the full impact of the COVID-19 crisis and begin to adjust to a very different future, CSMs will be on the front lines to seamlessly usher customers into this new era. By recognizing that your customers are dealing with the same issues and challenges as your own internal team and understanding that you cannot simply get by with the same strategies as before, you can be a better CSM – and business partner – to your customers during this time.
