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Skill, Will, or System? Diagnosing Underperformance in Customer Success
Manage episode 503725698 series 3598254
CS RevSpeak에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 CS RevSpeak 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
In this episode, we’re tackling one of the toughest challenges Customer Success leaders face: underperformance. When a team member isn’t meeting expectations, it can be hard to pinpoint the root cause. Is it a skill gap? A motivation issue? Or is the system itself setting them up for failure?
You’ll learn:
✔ How to diagnose whether the issue is skill, will, or system
✔ Why the traditional “skill and will” framework falls short in CS
✔ How to evaluate if your team’s underperformance is linked to organizational or process issues
✔ How to handle underperformance without jumping to conclusions or making assumptions
Whether you’re facing challenges with your team’s performance or you’re looking for tools to help guide those tough conversations, this episode provides a clear framework to help you lead with clarity, empathy, and intention.
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Until next time, keep driving success and speaking the language of revenue!
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