The importance of engagement evaluation, part one

(inspiring music) - In customer success as in so many other professions, it's very easy to spend all of our time working in our role and forget to leave time to work on our role. What do I mean by that? What I mean is that just like all the best businesses have a process of continuing development that helps them to refine and improve what they do in order to become more productive to increase the quality of their outputs to be more relevant to their customers needs and so on. So should the individual CSM take this same attitude of CPD or continuing professional development seriously. To take it seriously means to schedule time for it. It doesn't necessarily need to be a long or onerous task, but I do recommend that CSM sit down either by themselves or better still as a team to discuss and review their activities over the preceding period and to evaluate what lessons can be learned, what best practices can be shared, and what assets…