10-Minute Trumpet - Over-indexed on having named CSMs

Gain Grow Retain

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1+ y ago 7:03

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This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems.

Instead, focus on your top revenue generators for 1:1, and look at scaling the rest in an effective and valuable way. Strong self-service is much more valuable than a CSM with a 500-customer book of business with little to no interactions and no additional programs to support their needs.

Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.

We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.

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