Must Have Skills for an Impactful CSM: CS = Customer Experience + Customer Outcomes
Hey Everyone! I cannot wait to get to SF for Pulse and I am especially excited to be participating in this CSM-led track! 🚀
Often times when we discuss Customer Experience (CX) and Outcomes (CO) here at Gainsight, we’re speaking about measuring CO with our DEAR framework and the correlations with Net Revenue Retention📈
We might also talk about measuring CX with NPS or ‘closing the loop.’ All very important- but we’re only scratching the surface, missing out on an important discussion around how inspiring orienting our work around CO and CX can be! 🤩
For my session, I wanted to dig into how we can use the CX + CO framework to add context and purpose to the entire breadth of work that a CSM does (What’s-in-it-for-CSM, so to speak).
In my track, we’ll cover
- How gathering outcomes at all levels of the business and numerous points in the customer journey makes for easier renewals and drives expansion 📊
- Why prioritizing a Human-First approach is crucial for excellent CX 🌞
- How the Gainsight PX CS Team does Digital-Led CX + CO and what I’ve learned in my first year as a PX CSM 🦾
TLDR: Come to this track to level-up and find out what it means to be an outcome-oriented, feedback driven CSM and hear why I think CX + CO is the PB & J of CS! 😎
P.S. Not to forget a very brief intro - I am an Enterprise PX CSM based out of Boston, a former musician and I love art and architecture! See you at Pulse! 😊💥