From the course: Engagement Preparation Best Practices for Customer Success Management

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Sources for researching customer information

Sources for researching customer information

From the course: Engagement Preparation Best Practices for Customer Success Management

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Sources for researching customer information

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(instrumental music) - As we have seen, if the CSM is going to play their part in ensuring the customer experiences a positive journey, then they need to make sure they are well prepared. And this is why practical CSM framework phase one is called preparation. Sometimes the CSM may be completely new to both the customer, and the initiative the customer has purchased the CSM company's products and services for. On other occasions, the CSM may already be very knowledgeable about some aspects of the engagement. Typically, for example, if they've engaged with the same customer before on previous occasions when the customer has made purchases to support either the same or other initiatives. Whatever the case, there are likely always at least to be knowledge gaps that need filling, since even if both the customer, and the customers initiative are familiar to the CSM, as we saw in module two business fundamentals,…

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