The customer success roadmap

(upbeat music) - Senior decision makers are by their nature, at least for the most part, highly strategic in their outlook. As we saw in Module Two, Business Fundamentals, at the senior management layer, the responsibilities from therefore the conversations or the interest levels are around bigger picture corporate goals that are aligned to the company's vision and focus on planning for the wider strategies that will enable the company to attain those goals. The more detailed level of determining tactics to achieve specific objectives tends not to be their remit and as such are of less concern to them, since these have been passed on to the middle management layers and below to deal with as appropriate. This can be problematic for the CSM when attempting to engage with these senior decision makers, since the day-to-day work of the CSM is of course to work with middle and junior management to determine and implement…